Recipe: Routing messaging tickets using Support triggers

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  • Shaun Siemon

    Hello there! Is there any functionality in Messenger or through routing that would allow for options selected during the flow to be mapped to custom ticket fields?

    Having them re-enter that as part of the info capture prior to the Transfer to an Agent step somewhat defeats the earlier selection point's purpose.

    If we have an end-user select our point of sale as what they are reaching out to support for, it would be incredibly efficient to be able to map that to a routing rule based on that selection.

  • Gab Guinto
    Zendesk Customer Care

    Hi Shaun,

    I'm afraid this is not possible at the moment. Ticket field values may only be selected during the Transfer to Agent step; at this time, the Flow builder does not have the functionality to automatically map/select field values based on end-user actions or responses prior to that final step.

    If you can, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs. Conversations with a high engagement ultimately get flagged for product managers to review when they go through roadmap planning. This could be helpful for our product teams to understand the full scope of the need when working on solutions.


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