Hi Zendesk Gurus,
For situations where clients did not pay maintenance or having a temporary situation that requires the agents' attention, we would like to add a popup warning message on the organization/client level. For every ticket that is opened from this organization, the agent will get this popup warning message before answering the ticket.
Is there any solution for that?
Any add-on that you can recommend on?
Hi Beau,
Thanks for your answer. I think that having a popup message for "special" clients is very important and can be useful to everyone. It should be 'built in' in the Zendesk system.
Here is a workaround that I come up with:
To add a warning note:
Once a new ticket from this organization is created, you will see the following internal note:
To do so, create a trigger:
And a 'URL Target' Notify Target:
URL = https://DOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false
Attribute Name = ticket[comment][body]
Cheers,
Yaniv
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Hello Yaniv,
There isn't a native function for this, but the Notify app might be worth a look https://www.zendesk.com/apps/support/notify/
Otherwise, you could create email notification triggers to your agents that enact based on a specific org being set. To account for the scenarios whereby you'd want this to fire I'd also recommend creation of a specific ticket field; the flagged values of which you'd set as the Any conditions in your trigger. This would see the trigger identify for both org and field value and if both are met the trigger would action.
Beau | Customer Advocate
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