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Converting Ticket Fields into Notes

Seth Morgan
suggested this on April 23, 2012 10:30

I would like to be able to have quick access to end-users most recent details when starting tickets for them. For example, when I create tickets right now, I fill out several fields on the ticket. I could create the ticket faster then, if I had all of those details from the most current ticket for that user available in notes so I can get past the system information quickly and get straight to their issues. 

So here's my problem, We have so many organizations, it would not be productive for me to go through each individual ticket and convert ticket fields into user notes. I need the ability to take all the field data in a csv or txt format and copy them into the users notes as I create new tickets for them.

I can provide more details if my request is to vague. 

 

Comments

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Seth Morgan
microvellum

One thought: I might be able to make this into a macro If we had custom placeholders for each of these fields, I could make the comment private and have all the information I need imported that way.

April 23, 2012 10:34
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Skip Moore
Zendesk

Hi Seth, I am slightly confused about the order you need things to happen. Do you want to update the user notes every time you create a new ticket. And by updating the notes do you want to overwrite the old notes. 

Thanks
skip 

May 03, 2012 09:06
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Seth Morgan
microvellum

Hi Skip,

Sorry it took me awhile to respond, it's been a busy day! So here's what I'm trying to do:

What we have are several ticket fields we update in each creation of a new ticket. The order we would need to have happen though is this:

Conditions:

  • Existing Organization and User with existing or closed tickets to grab data from
Task:
  • Take ticket fields from ticket and clone them as they appear on the end-users most recent ticket
Possible Solutions:
  • I can use placeholders such as {{ticket.tags}} to add in all of the tags for a ticket based on the ticket fields into a note I can add to the organization or user profile as a note.
  • A end-user specific macro that will apply all the relevant ticket fields for any ticket created for that user.
May 03, 2012 13:39
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Seth Morgan
microvellum

And yes, to answer your question, I would be updating the users notes as they change or need to be updated.

May 03, 2012 13:51
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Skip Moore
Zendesk

Hi Seth,

Sounds like you want to have a mechanism to pre-fill ticket fields based on user data on ticket creation? The only way to do that is via  organizations. Which would involve quite a few triggers. I think there can be something done with API calls that could get the tags from the latest ticket, but this will only work when a agent is looking at the ticket. 

frist thing to do is search for all the tickets created by a user 

/search.json?query=requester%3A4128469+type%3Aticket+sort%3Adesc+order_by%3Acreated_at

You can grab the requester id with a placeholder in a custom widget. The top most response will be the latest ticket more then likely be the one you are currently looking at so grab the next ID and make another AJAX call to get the ticket data. Doing this way you can select the fields you want to preset and not have to parse the tags which could lead to a lot errors.   

May 07, 2012 10:24
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Seth Morgan
microvellum

Thanks Skip!

I haven't worked with any API calls yet, do you have a good spot for me to find more information on them?

May 07, 2012 13:33
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Skip Moore
Zendesk

Your welcome Seth,

There is our official doc's which talks about the XML but any url with .xml at the end can also use .json to return the data in JSON. I would recommend that you use JSON, going forward all API development will be in JSON. The forum Zendesk API as well as tips & tricks are good places to look. I have public repo that contains many examples plus a bunch of code snippets.

Cheers
Skip 

May 07, 2012 13:43
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Seth Morgan
microvellum

Alright, time for brain food! Thanks again for the tips Skip. Looks like I have some homework to do :)

May 07, 2012 14:06
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Skip Moore
Zendesk

@Seth feel free to give me a shout if you have any questions. 

May 07, 2012 14:09
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Seth Morgan
microvellum

Hey Skip, 

Do you know if lynda.com has any crash courses in using JSON and API Development?

Thanks ahead of time,

-Seth

July 02, 2012 14:04
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Seth Morgan
microvellum

By the way skip, that's an awesome profile picture, you guys must have a ton of fun (albeit busy at the same time) at zendesk :)

July 17, 2012 07:55