Show custom messages depending on any tag.
App has designed, built and promoted during Zendesk 2018 by:
- Andrey Sarapulov
- Vladimir Avrov
- Kamila Koppe
- Klaus Gotthardt
- Andreas Mahl
- Magdalena Kluwe
App has built using the following technology stack and bounded by all legal and technical limitations.
-
show_popup- If selected the App will show little popup on top right side of the screen giving Agent a summary of the messages. -
hide_disclaimer- If selected the App will hide the little question mark on top right side of the App screen. -
hide_if_no_messages- If selected the App will be hidden if there are no messages to show. -
tags_config- It expected JSON as per example below
{
"agent": [
{
"tags": [
"mac",
"accord"
],
"operator": "any",
"message": "<b>Welcome on board Newhire!</b><br>We are glad you here! To get help you can contact your manager or check out our Help Center.",
"kind": "notice"
}
],
"user": [
{
"tags": [
"usertag1",
"usertag2"
],
"operator": "all",
"message": "<b>IMPORTANT</b> This end-user is flagged as being very sensitive to the English languge. Make sure you proof read all your communication.",
"kind": "alert"
},
{
"tags": [
"usertag3"
],
"operator": "any",
"message": "This end-user has very long history with us and should be treated carefully",
"kind": "notice"
}
],
"organization": [
{
"tags": [
"orgtag1"
],
"operator": "any",
"message": "<b>WARNING!</b><br>This organization is a key business partner. All your communication with anyone from this organization should be pre-approved!",
"kind": "error"
}
],
"ticket": [
{
"tags": [
"sla_standard",
"priority_changed"
],
"operator": "any",
"message": "This ticket is on <b>STANDARD SLA</b> at this moment. If you change priority to Urgent it will impact the SLA.",
"kind": "notice",
"css": "background:black;color:white;"
}
],
"ticket_requester": [
{
"tags": [
"usertag1"
],
"operator": "all",
"message": "You are dealing with VIP customer. Please follow these advises:<ul><li>1. Always proof read your comments;</li><li>2. Use dedicated macro if available;</li><li>3. Avoid complex responses.</li></ul>",
"kind": "alert"
}
],
"ticket_assignee": [
{
"tags": [
"eng"
],
"operator": "any",
"message": "Ticket is assigned to Newhire. Make sure all customer communication has been approved.",
"kind": "alert"
},
{
"tags": [
"new_ticket"
],
"operator": "all",
"message": "It is uncommon for Newhires to handle tickets like that. Check with your manager.",
"kind": "error"
}
],
"ticket_organization": [
{
"tags": [
"orgtag2"
],
"operator": "any",
"message": "This organization has open opportunity with us at this moment. Please treat it carefully!",
"kind": "alert"
}
],
"ticket_collaborators": [
{
"tags": [
"orgtag2"
],
"operator": "any",
"message": "Person CCed to this ticket is known as <b><CEO/b>. Make sure you are sending relevant communication out.",
"kind": "notice"
},
{
"tags": [
"test_tag1"
],
"operator": "all",
"message": "Person CCed to this ticket is one of local managers. None of the managers should be CCed on tickets like that.",
"kind": "error"
}
]
}
JSON structure must match the below example:
{
"agent":[],
"user":[],
"organization":[],
"ticket":[],
"ticket_requester":[],
"ticket_assignee":[],
"ticket_organization":[],
"ticket_collaborators":[]
}
Every array elemnt should be an object as described below:
{
"tags": [
"test_tag1"
],
"operator": "all", // "any", "all"
"message": "Here goes text or HTML message when conditions are met!",
"kind": "notice", // notice (green), alert (yellow), error(red)
"css": "background:orange;color:white;" // optional. If supplied will overwrite the standard styling from the "kind" key
}
App scans tags from the following places:
- "agent"
- "user"
- "organization"
- "ticket"
- "ticket_requester"
- "ticket_assignee"
- "ticket_organization"
- "ticket_collaborators"
And displayed pre-deifed HTML messages.
