February 23, 2021 Tasks & Ticket Templates

A series of improvements and bug fixes have been released, many in relation to Ticket Templates which is a component common to the Tasks app, the Recurring Tickets app and the Future Tickets app.

Improvements:

• Any requester can now be set on a ticket template. You can now search a list of all users within your Zendesk instance and specify whomever you like:
  
  
  
  
• From email address can now be set using ticket templates (ie. The address to which the requester will receive email notifications from).
  
  
• Setting relative dates with liquid markup is now possible. You can now set a date either into a date field, text field, multi-line text field, subject or description of a ticket template in Tasks, Future Tickets and Deadline. For example this liquid...
  

  {{ 'now' | in_time_zone: 'America/New_York' | date: '%Y-%m-%d %H:%M' }}

  ...will insert the present date and time for the America/New York timezone into a text field or description of a ticket. 
  
  If you're needing to set a date field specifically, removing the time element of the liquid will allow this to be done like this:

  {{ 'now' | in_time_zone: 'Australia/Melbourne' | date: '%Y-%m-%d' }}

   
  You can also set dates relative to now. For instance, placing this code...

  {{ 'now' | in_time_zone: 'Australia/Melbourne' | date:'%s' | plus: 86400 | date: '%Y-%m-%d' }}

  ...into a date field in a ticket template will set the date to exactly one day in the future from now. Note that the number 86400 is the number of seconds. So 86400 = 1 day, 3600 = 1 hour and 604800 = 1 week. You'll need to calculate the time as required.
  
  
  
• It is now possible to copy and paste details from the notes section of any task like this: 
  
  
  
  
• Inactive Zendesk forms will no longer appear as options within ticket templates.
  
  
• Saving the settings section of the tasks app now provides a visual confirmation popup.

Bug fixes:

• At the point a sub-ticket was being generated, in some cases, the spinning loader icon was being hidden. 
  
  
• After setting a task list to automatic, when clicking 'create trigger', the associated target was not getting created fast enough in some cases which caused an error to appear in the trigger.
  
  
• Editing ad-hoc tasks were failing to save.
  
  
• Tasks history on a ticket was missing icons for each of the types of task actions.