Tyler Rutledge

Thank you for the reply, Amie (successcx). 

We do not have roles enabled on this app and we have been enterprise plan for a while with no recent changes. We actually have 2 instances of Zendesk, both with this app installed and this app started having the same problem on both instances at the same time. 

I have a staff member who is getting the below error when exporting CSV from advanced search. She's been able to export using advanced search for months. We haven't changed the app and her role hasn't changed. I don't see anything about this on the app or the app listings. When I as the admin attempt the export with the same settings, I can export just fine. We also don't have role or group restrictions turned on.

Any ideas? 

Hello Tipene Hughes!

I apologize for missing your previous reply and ticket about this. I would still appreciate the support on this request and our account assumption is enabled. Is it possible we could resume the conversation on this topic? 

https://support.zendesk.com/hc/en-us/articles/4408882841498/comments/4419957278618

Hello Tipene Hughes!

Thanks for the support on this! I got this working but the same problem exists with this script. When I implement your suggested script, the fields are hidden correctly. Accessing the form via the normal link like: https://companyname.zendesk.com/hc/en-us/requests/new?ticket_form_id=4418185168269 works correctly.

As soon as you prepopulate any custom fields using the URL such as: https://companyname.zendesk.com/hc/en-us/requests/new?ticket_form_id=4418185168269&tf_360049698092=testemail@gmail.com, the subject and description show again. 

We have this working perfectly on many forms but when we use a URL to pre-fill certain fields on the form, the code to hide other fields stops working. 

https://support.zendesk.com/hc/en-us/articles/4408830888730/comments/4408848918298

We also need a solution for this. Can this app be used to set support address that ticket confirmation's come from if the ticket is created via help center form? If not, is there any way to do this?

https://support.zendesk.com/hc/en-us/community/posts/4409217617306/comments/4409247512474

I typed out this whole post before realizing a target version existed. Either way, maybe this post will help as we transition to webhooks. Very similar approach. 

We manage new hire tracking via ticket. The submitter is not always the staff member's manager so we have custom fields for the submitter to add the manager's name and email, which we leverage to add them as a CC in the below trigger. But you could update your script to target specific addresses and names instead of custom field values.

Use your existing Zendesk API Token or get a new one in the admin center > Apps and Integrations > Zendesk API > Add API Token. 

Make the webhook via admin center > Apps and Integrations > Webhooks > Actions > Create Webhook.

URL - https://companydomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Method - PUT

Request Format - JSON

Basic authentication | User name - adminemailaddress@email.com/token | Password - the API token. 

In the trigger, the action is to notify active webhook. Jason body is below if you want to use custom fields. 

{
"ticket": {
"email_ccs": [
{ "user_email": "{{ticket.ticket_field_190000074878}}", "user_name": "{{ticket.ticket_field_36004410337}}", " action": "put"}
]
}
}

Hope this helps. 

Adding my support for this feature. We just rolled out satisfaction surveys all around our company  and it's quite the needless blow to find that agents can't rate tickets. So many of our staff members are agents working tickets but also need to collaborate with other business units via their own tickets. Feedback from other agents would be very helpful in the improvement of specific groups.  This seems like a simple fix and people have been asking for it for 7 years. 

Adding my +1 to this request. "Attachment - exists / doesn't exist" should be an option natively within Zendesk.

Our use case is simple: a specific form requires the addition of an attachment for the request to be fulfilled. If the ticket is submitted without an attachment, we want to trigger an email to the requester asking them for the attachment.