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

Hi Tom, 

No problem, that's what we're here for :)

In fact, this was my mistake, I read to quickly and didn't think this through. Due to some updates in the way we handle incoming emails that came out earlier this year, using the {{ticket.id}} placeholder in the link to update an existing ticket no longer works. End-users can't use this option any more. If you're really curious this article describes those changes in more detail. 

Given this fact I'd look at one of these two options:

• go back to the simpler link that creates a new ticket and then merge it when it comes in. 
• include a short gif in the macro using Markdown that shows your users how to go to www.supportdetails.com and send the details back to you.

I know neither of those are quite as simple as the initial workflow but the reasons for changing email behavior were important to make and resolved some issues that had bothered users for a long time.

Sorry for the confusion and let me know if you need more help! 

I know this topic has been dead for a while, but I figured I would jump in to give an update. Here is the macro I used. It's actually pretty cool because it will send the support details to the ticketing system as a private comment instead of a public comment. And to the person who said that supportdetails.com is CC'ing themselves on the e-mail, just add info@supportdetails.com to the CC Blacklist in the account settings and it won't come through. Here is the script:

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

Basically what it does is change the "sender" to the agents e-mail, and adds {{public:false}} to the "name", so when the e-mail comes in it adds that code to the subject, which makes it a private comment since it is coming in from an agent.

 EDIT: In case you didn't realize, in the code box above you need to scroll. Here's the full code:

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

Enjoy!

That's awesome, Eli! Thanks for sharing your version.

Even though this is an old post, it's still very popular and gets lots of views. So I'm sure users will appreciate seeing your script as well!

Is there a way to make this insert email domain for the brand that the ticket is related to?

eg. if you use this macro on brand 1 the domain is 1.zendesk.com
and if you use brand 2 the domain is 2.zendesk.com

I'll be honest...I love a good challenge. Although this took me about an hour to figure out, I'm happy to say I was able to get it to work. I highly recommend that you test this prior to using. It worked for me, but it may not work for you. And what's cool is that even people with only one subdomain (brand) can use this code so they don't need to customize my code above.

Here goes:

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}}%40{% assign a = ticket.link | split: "/" %}{{a[2]}}

EDIT: In case you didn't notice, in the code box above you need to scroll. Here's the full code:

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}}%40{% assign a = ticket.link | split: "/" %}{{a[2]}}

@Eli - this doesn't seem to work for me, it always returns the primary domain regardless of brand

Also is there documented list of all place holders in Zendesk. Only asking as I have seen reference to some where I am not able to locate any doco for.

The only documentation I've seen is the first google result for "zendesk placeholders". I don't understand though....my macro is using {{ticket.link}}. If you have 2 helpdesks I would never imagine that ticket.link would expand to the wrong URL - how is that possible? I don't have a multi-branded helpdesk so I cannot test this myself unfortunately.

We have one Zendesk account with multi-brand enabled. So the ticket link/url is always the primary domain not the additional brand.

ie.

Acc has support@1.zendesk.com, other@1.zendesk.com, other2@1.zendesk.com

Then we have a brand of 2 with support@2.zendesk.com, other@2.zendesk.com

Is it the entire email address of brand 2 that a ticket was received at or at least the domain that I want to insert. I am attempting to ensure that ticket threading and visuals are consistent for our customers, and not have to create multiple version of this same macro.

I am thinking that it is not possible at this stage unless there are other place holders that are not documented by the Zendesk Team for public use as yet.

What do you mean "that I want to insert"? Insert where?

I just noticed a placeholder called ticket.brand.name. Maybe that's what you need? I can't test it because I don't have multiple brands, but if you need help with the coding, let me know.

Just for everyone's reference, there's more to Eli's code in the posts above than what's showing in the code box. You can highlight it and drag your mouse to the right to see and highlight the whole thing!

I didn't want to go in and edit it to add line breaks just in case that would screw something up. @Eli, if it's possible to display the code on multiple lines so the whole thing shows at the same time and still have it work, feel free to edit your post. :)

Also, thanks very much for coming back to answer Todd's question! 

@Eli - Thanks for your efforts, i will keep looking into it. If i come up with something i will update here.

@Eli Webster - Do you know if the internal comment part of this script still works? My replies are all coming back as public, any help would be much appreciated

The code in my second post above does not seem to be working for me, but the code in the first is still working and brings in the comment as a private comment for me. The only difference really between the first code and the second code is that in the first code you need to change the "YOURDOMAIN" text before using it. Here it is in a code block:

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

EDIT: I see what's going on. When this is inserted as a macro, it's taking the {{public:false}} and trying to find the placeholder for it, which does not exist. Even if you use URL encoding for the brackets in the macro, it still realizes (or thinks) it's a placeholder and puts nothing there because that placeholder doesn't exist on a ticket. Still working on this...

EDIT 2: This is what I've got so far. Create a macro and use the following code, remembering to change the YOURDOMAIN to your Zendesk subdomain, and the word "support" before it to whatever e-mail address you normally use:

https://supportdetails.com/?sender_name={{ticket.requester.name}}-%7B%7Bpublic:false%7D%7D&sender={{current_user.email}}&recipient=support%2bid{{ticket.encoded_id}}@YOURDOMAIN.zendesk.com

THEN, when you apply the macro, you need to click on each place where you see it's blue and click the trash can to remove the hyperlink. Once all the hyperlinks are removed from the ticket reply, it should come out ok.

I wish I had a better answer, but again, Zendesk is detecting the {{public:false}} as an invalid placeholder and replacing it with a blank space, causing the reply to come through as a public reply.

Thanks for coming back and sharing that information, Eli!

Active Feature Request (please vote):

Feature Request: Add the ability to collect and report requester system details

@Jack Bremer

I just posted a Feature Request for this at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

Also, you may consider adding it to your post to get the feature request more visible.

https://support.zendesk.com/hc/en-us/community/posts/360046768434-Feature-Request-Add-the-ability-to-collect-and-report-requester-system-details