Can Zendesk automatically update the subject?

Beantwortet

11 Kommentare

  • Andrew J
    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.

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

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  • Jessie Schutz
    Zendesk Customer Care

    Thanks, Andrew!

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  • Claire K

    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! 

     

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  • Devan - Community Manager
    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

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  • Matt Suderman

    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

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  • Andrew J
    Community Moderator

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

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  • Matt Suderman

    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.

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  • Andrew J
    Community Moderator

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

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  • Andrew J
    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.

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  • Matt Suderman

    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

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  • Andrew J
    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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