Phil Williams

Neither did I until then! Works a treat though :)

Actually I've thought of a way round this.

If the ticket arrives from a customer with one of our flag fields I can run an trigger to add a warning internal comment and append that immediately below the first public comment.

Right in front of the agent, job done 😀

Not really sure if that helps or not 😉

Hi Brett,

Yep but couldn't find an app that ticked my simple boxes. Aware of the customer context panel but it's not quite "in your face" enough for agents to see.

We have a need to clearly display a warning when a customer contacts us that has specific data stored on their customer profile on Zendesk. The reason being is that there are certain restricted actions for these customers.

Is anyone aware of a method to produce a visible banner at the top of the ticket when the ticket is opened based on a custom field?

Yep we use it every day. The key issue most people face is the race condition so you do need to be especially careful about that. If the desk encounters a race condition where the comments are continuously added then the API is disabled.

I've never tested this in a sandbox environment so that could be the reason it's not working for you but we use this daily in our production environment.

Excellent, not a problem! :)

If you set the URL as https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false+ and the Attribute Name as ticket[comment][body] Then this will setup the extension correctly.

Within the trigger, you would then create a Notify Target action pointing at your new extension and enter the message you wish to add.

This will then add the message as a private comment.

^^ That's the method we use. Works a treat :)

Quite surprised this is still a thing. We had a comment today on one of our posts which was dutifully turned into a ticket but I was surprised when I replied that my response didn't get added to the facebook post and was instead converted to a private message?

This doesn't make sense to me?