Forums/Community/Community tips & tricks

How to email agents with the ticket number in the subject line

Justin Graves
posted this on September 19, 2012 11:05

I have a solution for emailing agents with the ticket number in the subject line (while not emailing end-users with the ticket number twice).

BTW- this in my solution to the "important update to agent email notification" which changed the format of the placeholder {{ticket.title}} so that when it is sent to Agents it includes a security token and when it is sent to End-Users, it includes the actual ticket number. See official announcement here: https://support.zendesk.com/entries/190225.

Back to the task at hand-- I created 2 triggers. One of them only emails end-users and the other one only emails agents. It's pretty easy to set up and your agents will be much happier. And as a side benefit, you can give your agents more info in that opening email.  Once you set this up, you can, and probably should, add this functionality to any other existing triggers which update agents via email.

Here are the 2 triggers I set up:

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1. Trigger to email End-Users ONLY for new requests

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Trigger title = Tix Created as New/Open/Pending when Current user is end user = email end user requester

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The ALL section:

* Ticket is... - Created

* Status - Less than - Solved

* Current user - is - (end user)

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The ANY section:

(not utilized for this trigger)

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Perform these actions:

* Email user -(requester)

* Email subject - Request Received :: {{ticket.title}} <-- note: this placeholder will display the email subject line as well as the actual zendesk ticket number for end-users

* email body - Whatever you want to tell your end-users when a new request is created for them.

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2. Trigger to email Agents ONLY for new requests

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Trigger title = Tix Created as New/Open/Pending when Current user is agent = email agent requester

- - - - - - - - - - - - -

The ALL section:

* Ticket is... - Created

* Status - Less than - Solved

* Current user - is - (agent)

- - - - - - - - - - - - -

The ANY section:

(not utilized for this trigger)

- - - - - - - - - - - - -

Perform these actions:

* Email user -(requester)

* Email subject - Request Received :: {{ticket.id}} :: {{ticket.title}} <-- note: the {{ticket.id}} placeholder will display the actual zendesk ticket number while the {{ticket.title}} placeholder will display the random token at the end of the email subject line.

* email body - Whatever you want to tell your agents when a new request is created for them. We throw in a few helpful ticket fields and a url to the ticket.

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Hope this helps you as much as it has helped us :)

 

Comments

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Arnaud de Theux
Zendesk

Thanks for sharing this @Justin !

Although I don't get this part: note: the {{ticket.id}} placeholder will display the actual zendesk ticket number while the {{ticket.title}} placeholder will display the random token at the end of the email subject line

What do you mean by "token"?

Thanks!

September 19, 2012 14:01
User photo
Justin Graves
ensign

@Arnaud - The "token" is a random set of 8 letters and numbers separated by a dash half way through (like 4HFF-1PWZ in my example below.  When displayed as part of the {{ticket.title}} for Agents it is surrounded by square brackets.

 

I think I can best demonstrate how this plays out with an example.

 

Say an end-user emails your zendesk and the subject line of their email is "Can't login to the website".  ZD will turn that email into a ticket and assign it a number, say 10247, for example.  Now according to my formatting above, the end-user would get an email back with the subject line:

"Request Received :: Can't login to the website (10247)"


Now imagine that one of your agents submits the exact same email 1 minute later with the same subject line (and it gets assigned ticket # 10248 and token 4HFF-1PWZ).  The email that goes out to them would have the subject line:

"Request Received :: 10247 :: Can't login to the website [4HFF-1PWZ]"

 

Hope that clears it up for you.

September 19, 2012 14:25
User photo
Justin Seymour
Zendesk

Awesome. Thanks for sharing, Justin. 

September 20, 2012 06:08