[Zendesk] Apply Private Response
[Zendesk] Apply Private Response
[Zendesk] Apply Private Response is a flow that allows us to assign a private response to a ticket and apply specific tags. This flow is useful when we want to test out a public response before sending it to the customer. The final message sent to the internal team will contain a greeting, the main message and an ending signature. This one differs from [Zendesk] Apply Agent Note as it will still count as a User Response in the analytics (Automation Type = User Response).
How it works
-
Generate the response greeting
[Zendesk] Greeting
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Generate the response signature
[Generic] Signature
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Build the final response
The final template response is formatted from the greeting, the input template which is the response content and the signature.
![](https://files.readme.io/ee3a098-Screenshot_2023-10-05_at_3.13.58_PM.png)
- Validate the response template
A valid template does not contain "null" or "undefined" and has more than 30 characters. If it does not meet these requirements, it will go down the invalid message path.
- Record Analytics for invalid template
If the template is invalid, then record Critical Error = true.
![](https://files.readme.io/7036072-Screenshot_2023-10-05_at_3.20.07_PM.png)
- Apply the private response template
If the template is valid, it will be applied to the ticket as a private comment.
If the private response fails to post, it will cause a "Critical Error = true" in the analytics.
![](https://files.readme.io/a0bded9-Screenshot_2023-10-05_at_3.22.08_PM.png)
- If the private response was posted successfully, then the next step is to build the tags list and apply them to the ticket, which is done in the [Zendesk] Tagging
![](https://files.readme.io/270ec22-Screenshot_2023-10-05_at_3.25.38_PM.png)
- Set Automation Type = User Response, Response Applied = true and Public Automation = false
![](https://files.readme.io/35d0c65-Screenshot_2023-10-05_at_3.27.17_PM.png)
Updated 5 months ago