All tickets submitted through Web Widget (Classic) include the URL for the page the user was on when the ticket was sent. Administrators can use triggers to add custom tags, agent assignments, and other actions to these tickets, based on the originating page, to streamline your ticket workflow.
Related articles:
For general information on triggers, see Triggers resources.
For example, let's say you are the administrator for a health care website, and you want to add the tag "peanut_allergies" to any tickets submitted through Web Widget (Classic) from a help center article about managing peanut allergies.
To add a custom tag to a ticket based on its originating page
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Business rules > Triggers.
- On the Triggers page, click Add trigger.
- Enter a descriptive title for your trigger.
- In the section Meet all of the following conditions: use the drop-down menus to
select the following options:
- Ticket: Channel
- Is
-
Web Widget
Click the [plus] and add another condition with the following options:
- Ticket: Comment text...
- Contains the following string
- In the text entry box: Enter the URL of the page you want to trigger the custom tag.
- In the section Perform these actions: select the following options:
- In the drop-down menu: Ticket: Add tags
- In the text entry box: Enter the text of the tag you want applied to the ticket (for example, peanut_allergies).
- At the bottom of the page, click Create trigger.
4 comments
Henry
Is this solution still working for latest API? Comment text doesn't seem to contain the URL.
0
Tony
this solution still works for Web Widget (Classic). You should find the information requested in the description field if you check the ticket via API. Specifically, a line of text is added at the end of the description field, where is mentioned the URL where the ticket is originating from.
I hope that helps.
0
Sandro Olivieri
Hi,
the new Messaging Web Widget doesn't track the "Submitted from" in the ticket.
Is there a way to add the page url submitted from in the zendesk ticket?
Can I do this using SunCo web messenger?
Thanks,
Sandro
1
Neil
When using Messaging tickets the origin where the ticket was submitted from would only come from your web widget and the ticket channel shown in the agent ticket interface is "Via Messaging".
If the workflow uses Messaging on different websites, your option would be to use multi-brand so that you can track which site the Messaging ticket came from.
The idea would be to have one brand for each site as each brand will have it's own web widget code.
0