Nice little macro to collect requester system details via supportdetails.com | Community
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Nice little macro to collect requester system details via supportdetails.com

  • August 30, 2012
  • 41 replies
  • 0 views
J

There's a great site, http://supportdetails.com which gives you a bunch of info on your system, browser etc - very useful when diagnosing IT issues.

They allow us to prefill the email sending fields, so create a macro with this in it as a " Comment/description " action:

====

Please go to this link and click on "Send Details" to give us more information about your system:

h t t p://supportdetails.com/?sender_name={{ticket.requester.name}}&sender={{ticket.requester.email}}&recipient= support@zendeskdomain.com

====

Just remove the spaces from the "h t t p" (I did that so this forum doesn't abbreviate the link) and change the last email to your helpdesk's email and you're done!

Zendesk Note: Our support team loved this tip from Jack so much they wanted to use it immediately. They tweaked the code slightly (see below) so that it updates the existing ticket, instead of creating a new ticket, and to account for spaces in names. Use the version that works best for you! (Don't forget to replace yourdomain with your Zendesk sub-domain.)

http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}&sender={{ticket.requester.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.id}}%40 yourdomain .zendesk.com

Also, check out Eli Webster's script from July 9, 2015. It sends support details as a private comment instead of a public comment:

http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}%20%7B%7Bpublic%3Afalse%7D%7D&sender={{current_user.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40YOURDOMAIN.zendesk.com

    This topic has been closed for replies.

    41 replies

    Jennifer16
    • Jennifer16
    • August 30, 2012

    Hi Jack,

    Thanks for the great tip! Our support team loved it and plans to use it! :)Thanks for sharing.

    Jennifer

    A
    • Arnaud18
    • October 1, 2012

    This. Is. Awesome! Thanks.

    B
    • Bradlee
    • October 1, 2012

    Great tip, thanks! Just put it in our Zendesk :-)

    J
    • Jack31
    • Author
    • October 2, 2012

    ZD's improvement on this was going to be my next step, thanks so much for tweaking it like that!

    I'm now trying to think of other cool services that we could integrate with macros in a similar way :)

    Jennifer16
    • Jennifer16
    • October 2, 2012

    Great! Be sure to keep us posted, Jack!

    S
    • Samuel28
    • July 11, 2013

    Love this.

    S
    • Spike
    • July 11, 2013

    PERFECT!  Love this... I've already set it up for our staff to start using.  Thanks!

    Sean13
    • Sean13
    • August 31, 2013

    Thank you, this is a very nice find/

    D
    • David243
    • October 17, 2013

    This is excellent - thanks again!

    A
    • Andrea17
    • October 17, 2013

    This is very neat. We actually use a similar thing via the API and collect the user's info from within our app - so it populates our fields in zendesk.

    S
    • Shane26
    • October 23, 2013

    I've been trying to set this up but in testing the emails from supportdetails.com are going to suspended tickets (with the reason as "Permission denied due to unauthenticated email update") - Is there any further setup needed / am I missing something obvious?

    J
    • Jane22
    • November 26, 2013

    This is such a brilliant idea and we'd love to use it, but we're experiencing exactly the same issue as Shane Davey :/ Does anyone know a way around this?

    Emails sent to support+idXXXXX@yourdomain.zendesk.com just land straight into Zendesk's Suspended queue, with the reason given as "Permission denied due to unauthenticated email update".

    More info: We did some experimenting and found that if we manually replace the normal ticket ID with the external ticket ID in the Recipient email address, it works just fine and the Zendesk ticket gets updated. However it seems we can't put the external ID in a macro, as it always thinks the external ID placeholder value is blank (even when the external ID definitely exists - we can see it in other fields on the same ticket).

    So in short, the internal ID (e.g. support+id12345@yourdomain.zendesk.com) fails, and the external ID (e.g. support+idABCD-1A1A@yourdomain.zendesk.com) works. But in the macro, when we try to replace the internal ID with the external ID, as follows - 

    recipient=support%2bid{{ticket.id}}%40yourdomain.zendesk.com

    to

    recipient=support%2bid{{ticket.external_id}}%40yourdomain.zendesk.com

     

    Does anyone else have the same issue? Or able to shed any light on how to get around this? 

    And kudos to Jack Bremer for such a great tip! :)

    J
    • Joe49
    • December 6, 2013

    Shane and Jane,
    Thanks for bringing this up, and thanks for your in-depth investigation Jane. Out of curiosity: are the users whose email addresses you're using Agents or End-users?

    Either way, you were extremely close on your attempted solution of using {{ticket.external_id}}.

    The problem is that {{ticket.external_id}} is actually not what you think it is, unfortunately. That one is for when tickets are imported from another system into Zendesk and had a different ID number in the external system, so tickets originating in Zendesk don't actually have an external_id.

    Fortunately, however, we recently implemented a handy placeholder that DOES do what you're looking for: {{ticket.encoded_id}}. Pop that in the URL and your solution should be flawless.

    Please let us know here if that solves your problem and we'll update the example in the article, and thanks again for your investigation and for sharing it here.

    Joseph McCarron | Solution Architect

    S
    • Shane26
    • December 6, 2013

    Thanks for the update Joe - that has addressed the issue for me so I'll now be deploying the Macro to our other agents. Per your advice I updated the link in the Macro to the format:

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}&sender={{ticket.requester.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket.encoded_id}}%40yourdomain.zendesk.com

    And it works great!

    Thanks again,

    Shane

    J
    • Jane22
    • December 7, 2013

    Joe, thanks so much for this info! It now works perfectly using encoded_id. We couldn't see that on the list of macro placeholders, so we missed it the first time around.

    In answer to your question, we had tried it with both agent email addresses and end-user addresses as the sender in our initial testing (using the normal ticket ID), but it was the same result for both - they landed straight into the suspended queue.

    On another note - just as a quick heads up for other people trying this, as we found it out the hard way: If you're trying to use your company domain support email instead of your zendesk subdomain's, passing the ticket ID inline will NOT work, as the id gets stripped out of the address on the way. Only the full @yourdomain.zendesk.com email address will allow ticket IDs to be passed inline.

    E.g. instead of using support%2bid{{ticket.encoded_id}}%40yourdomain.com you'll need to use the full support%2bid{{ticket.encoded_id}}%40yourdomain.zendesk.com in your macro URL. (Only a small thing, but it had us scratching our heads for a while!)

    Now all working perfectly, Thanks again to Jack for coming up with the idea and Joe for explaining how to get around the id issue :)

    J
    • Jane22
    • December 7, 2013

    Screenshot of our final macro - working really well :)

    J
    • Joe49
    • December 8, 2013

    Looks excellent Jane! Thank you for all your work getting this one across the goal line, and sharing so thoroughly. I should've mentioned that the encoded ID placeholder isn't documented, so of course you couldn't have found it on your own. We actually just set it up a couple weeks ago to help with some tricky custom email integrations, I'll see if we can get it documented soon for wider use.

    Thanks again for the original idea and post Jack!

    Way to go team Zendesk Community!

    Tom44
    • Tom44
    • December 16, 2013

    Great Macro! Thanks for the share ! Just a word of warning to anyone using this at the moment, Supportdetails.com is showing IE11 as Mozilla 11 at the moment! This confused us for a while while troubleshooting a problem on our site.

    Jennifer16
    • Jennifer16
    • December 16, 2013

    Oh, good to know. Thanks for the heads up Tom!

    S
    • Sylvain18
    • March 3, 2014

    Love it!

    J'adore !

    K

    Recently I noticed that info@supportdetails.com is copying itself on the ticket when a client submits the info. Does anyone know how to work around that?

    T
    • Trish
    • June 26, 2014

    Hi Katarzyna, I'm going to follow up via ticket :) 

    T
    • Tom75
    • July 30, 2014

    Hi, great macro! although i cant seem to get it to work for some reason i have copied the guide exact. it doesnt seem to execute.

     

    thanks tom 

    L

    Tom, 

    I'd double check the macro, it looks like some of the special characters in the line that you copied form this article were converted from HTML instead of staying (mostly the "&"s). Once it matches give it another shot and let us know how it goes. 

    T
    • Tom75
    • July 31, 2014

    Hi Laura, this is what i have entered, is this correct? i am very new to zendesk so have probably made a silly mistake!

    Thanks Tom

    http://supportdetails.com/?sender_name={{ticket.requester.name| replace: " ", "%20" }}&sender={{ticket.requester.email | replace: "@", "%40" }}&recipient=support%2bid{{ticket..encoded_id}}%40point2educate.zendesk.com

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