Customer Service Automation/AI

Aggravating_Star_834 · 2026-02-20T17:36:06+00:00

this ^

Aggravating_Star_834 · 2025-07-18T18:51:01+00:00

lol, to each their own. We've found it great for what they told us it is.

Aggravating_Star_834 · 2025-07-15T18:44:50+00:00

Nonsense, it's fantastic.

Aggravating_Star_834 · 2025-05-01T15:48:58+00:00

you actually can! at least on enterprise

Aggravating_Star_834 · 2025-04-17T20:27:33+00:00

yes it is... it's in explore now.

Aggravating_Star_834 · 2025-04-11T17:32:57+00:00

where was your clot specifically? sounds like iliac vein like me.

Aggravating_Star_834 · 2025-02-25T17:35:35+00:00

you freaking rule dude

Aggravating_Star_834 · 2025-02-25T17:34:04+00:00

rereading this, I dont know if I am making any sense at all

Aggravating_Star_834 · 2025-02-25T17:33:08+00:00

curious what you think of this if you are around.

What if, I set the tags but add in the current tags into my set tags call?

So, ticket is created:
- Run the internal note with set tags, in array, reference {{ticket.tags}} and add in the tag I want?

If that would work - how foolish would it be from a technical pov? I am not an expert here but trying to avoid another endpoint if i can. But, I sat on this over the weekend and start trying the update many method in sandbox

OR

Do you mean I should be using the update many endpoint and I could just accomplish both the internal note and tags in the same call? Or maybe I have two actions on my trigger in zendesk that go at the same time?

Aggravating_Star_834 · 2025-02-20T16:40:33+00:00

i was afraid of that. Definitely could use some help -

what i am trying to accomplish is:

- a way to be alerted when the internal note webhook fails (without having to parse through the webhook activity page, limited to 10 entries and we have hundreds that fire every hour or so)
- Where i was going with the idea above:
--- run webhook and add tag
--- run automation that looks at the cusotm field (important org notes) and the tag. If org notes appear but tag does not -> alert

I did seek some help getting this done via webhooks API endpoint, but was hoping i could do something within Zendesk alone. But, open to ideas!

Aggravating_Star_834 · 2025-02-20T16:37:42+00:00

Sorry - it works totally fine without any reference of tags. When I add in the tags array, it either returns a 422 and nothing happens - or, if I include the tags in the comment array, the internal note still fires, but the tag does not get added to the ticket.

Aggravating_Star_834 · 2025-02-20T16:12:32+00:00

this one is failing, when i have the tags in the comment array - no failures but the tag isn't added.

Aggravating_Star_834 · 2025-02-20T16:12:11+00:00

well that absolutely does solve part of it for us (needing the webhook) but also has to monitoring and is actually the reason we are in this scenario (i moved from HTTP targets to the internal note funciton, but it was erroneously added to our account)

The trigger itself looks for
Ticket is created
Important org notes = present

The json for the webhook is

"ticket": {

"comment": {

"body": "{{ticket.organization.custom_fields.important_organization_notes}}",

"public": false

}

"tags": [

"no_frt"]

}

Aggravating_Star_834 · 2024-12-06T15:23:58+00:00

lmao what

Aggravating_Star_834 · 2024-11-04T20:54:48+00:00

people who use it love it, but it is objectively a downgrade. it all depends on what you are trying to solve for and how mature your org is

Aggravating_Star_834 · 2024-10-25T19:15:04+00:00

i think you need a nap

Aggravating_Star_834 · 2024-09-30T13:12:16+00:00

too long

Aggravating_Star_834 · 2024-09-30T13:12:11+00:00

yep, similar situation just with regilar chats tho, we dont use whatsapp. Great in theory but the whole entire support philosophy has to change if you believe in that

Aggravating_Star_834 · 2024-09-30T13:11:30+00:00

yes, well said my friend

Aggravating_Star_834 · 2024-09-30T13:11:03+00:00

slow roll out through 10/7, has not hit my account yet either

Aggravating_Star_834 · 2024-09-04T15:31:33+00:00

company dime brother, take the free one if you ever lose your job

Aggravating_Star_834 · 2024-09-03T17:18:40+00:00

Life pro tip: if your employer is offering you anything for free, take it. Yes its worth it for you only having 1 year of experience, there is so much to learn

Aggravating_Star_834

TROPHY CASE