• Andrew J

  • 4. Januar 2019 19:52

  Community Moderator

  Hello Haroon, the simplest way I think you could do this is by creating a a trigger/target combo.  A http target can make most of the changes that are accessible in the API, including the ticket title. 

  Below is some info that was given to me when starting with http targets. In your case you could replace the title/subject, or I believe you could append or prepend text if preferred.

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

  Setting up an http target is simple:

  Url: https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

  Method: PUT

  Content Type: JSON

  Then add your api authentication

  Using the notification in a trigger is just a case of using the api. Perhaps some examples will inspire you.

  {"ticket": {"recipient": "accounts@domain.com", "custom_fields" : [{"id":19713728, "value": true}]}}

  In this example I set two fields on the "ticket" object. The first is the Recipient field which is not available through they UI. The second is a custom dropdown field. You can add as many pairs (field name, field value) as you wish to the JSON statement.

  Here is another example:

  {"ticket": {"comment": {"public": false, "body": "Ticket escalated to the Accounts group by {{current_user.name}}\nType of Issue: {{ticket.ticket_field_option_title_11818801}}"}}}

  In this example I add a private comment to a ticket using placeholders also.

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

• Jessie Schutz

  • 4. Januar 2019 22:11

  Zendesk Customer Care

  Thanks, Andrew!

• Claire K

  • 26. Juni 2019 09:34

  Related to this query - is it possible to amend the rules for inbound text messages

  The default subject line = "Message from: Text user XXXXXXXX"

  In order for the team to be able to eyeball the messages, I'd like it to be a custom something like = {{ticket.ticket_field_ID}} {{ticket.requester.phone}} 

  I can't create a trigger as there isn't an option to update Subject line, it is possible to update the subject line in a Macro for emails, but when you try applying the same logic you get a weird "----------------------------" subject line.

  Any assistance is appreciated! 

   

• Devan La Spisa

  • 2. Juli 2019 21:59

  Zendesk Community Manager

  Hello Clarie,

  So this is something that would exceed the scope of what the base program can accomplish. This might be doable if custom code was involved, but as the platform stands on its own, this wouldn't be an option. I would recommend posting this request on our product feedback forums so our developers can consider adding the feature into future updates.

  Support Product Feedback

• Matt Suderman

  • 31. März 2021 05:06

  I know this is an old ticket but I'm having a problem.

  I followed these instructions exactly. YES, I used put in my Extension. I validated the extension works using a json post tool. 

  I think the problem is the Notify Action on the Trigger isn't populating the ticket_id. Here is the HTTP response :

  POST /api/v2/tickets/.json HTTP/1.1

  Notice, the ticket_id is not int he post url.

  Thanks in advance for your help.

  Matt

• Andrew J

  • 31. März 2021 05:26

  Community Moderator

  Hey Matt, can you post a screenshot of your target with all details (except blank out any personally identifiable or sensitive data)

• Matt Suderman

  • 31. März 2021 05:49

  Here is the error I'm getting in the API failure view

  

  Here is the trigger:

  

  Here is the target

  https://[domain].zendesk.com/api/v2/tickets/{{ticket_id}}.json

  

   

  I know the target works because I tested it and the field updated fine.

  Notice the ticketID is there.

  

• Andrew J

  • 31. März 2021 08:26

  Community Moderator

  You have ticket_id instead of ticket.id
  Could that be it?

• Andrew J

  • 31. März 2021 08:29

  Community Moderator

  I could be wrong, it's a while since I did this. I am just comparing your URL to the one in my ages old comment.

• Matt Suderman

  • 31. März 2021 16:17

  Thanks, I can't believe I missed that. 

  One more quick question. My trigger condition is "Status is Open". If I have a ticket that is currently Open, and Submit that ticket as Open, the trigger doesn't fire. Does that trigger only work if a ticket is CHANGED to Open? 

  Thanks,

  Matt

• Andrew J

  • 31. März 2021 16:34

  Community Moderator

  It should not require 'changed to'.
  Check the event log to see what is happening.
  Try triggering it differently, something like 'changed to on hold' and add action 'open', just to test it otherwise that might have unexpected results down the track.

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