How can I add the ticket ID to the ticket subject?

Return to top

5 Comments

  • Louis Borocki

    What is the reference for ticket custom field? I want to add it to the subject. I see above that ticket.requester.custom_fields is for the requester custom field. I want the ticket custom field. ticket.custom_fields?

    0
  • Tod Brown

    My name is Tod, and I am with the Zendesk Customer Advocacy Team! In order to add the ticket ID to anything, including the subject, you'd want to use this placeholder(minus any of the spaces): 6434138.

    Also, here's our Placeholder Reference Guide link: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference.

    Let me know if you have any questions.

    Best regards,

    Tod

     

    0
  • Louis Borocki

    I think I was able to figure it out. I set up a macro with {{ticket.title}} {{ticket.ticket_field_ticketID}}. Unfortunately, it looks like I can't do this with a trigger. I want to fire a trigger if the custom field has a value and insert it into the subject.

    1
  • Alan Sanders

    Somehow it is setting a formatted subject automatically, because it shows a subject when a ticket is created from a customer contact. Here is a screen shot of the events when a ticket was created...

    I did not set that up, but I would like to change it...Please show me where I go to set this myself :-)

    Seems like many people would like this to be available.

    I also asked the question here: https://support.zendesk.com/hc/en-us/articles/203662226-Triggers-resources and received a reply, but still would require human interaction to work.

    Thanks!

     

    0
  • Giuseppe
    Zendesk Customer Care

    Hi Alan,

    I believe there is no native way to change the format of ticket subjects. However, there is a workaround to automatically update the ticket subject. It's going to be a combination of the following functionalities:

    Update Ticket API

    HTTP Target that points to the Update Ticket API

    Triggers to call the HTTP Target

    This custom workflow is described in detail here - Support Tip: How to change the ticket Subject using a trigger

    What you'll have to do in addition to the steps in the community post is to either modify your current Triggers to add that action, or create new Triggers to set your conditions.

    0

Please sign in to leave a comment.

Powered by Zendesk