Assign web widget ticket by currently viewed page.

4 Comments

  • Jacob J Christensen - Cloudhuset A/S
    Comment actions Permalink

    Hi Yhkim,

    That is totally possible.

    You can create triggers for each scenario. Here's an example of a trigger that assigns to a group (could be an agent if you want) based on the web page it was submitted from:

    Conditions:

    Ticket is.. Created

    Channel: Web widget

    Ticket: Comment text... Contains the following string [insert-link]

    Actions

    Ticket group: [name-of-group-to-assign-to]

    I assume your url's contain some predictable structure like:

    https://your-site.com/products/

    https://your-site.com/refund-policy/

     

    Hope that's helpful.

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  • Yhkim
    Comment actions Permalink

    @Jacob,

    Hi, Jacob. Please help me more.

     

    I checked your guide and find that,

    When customer open tickets from widget, this method works.

    However, when a customer open tickets through not web widget but web form, this method doesn't work.

     

    The ticket generated from web form doesn't contain URL...

    Could you please give me more workaround? 

    0
  • Comment actions Permalink

    HI Yhkim,

    You're right I was only focusing on the Web Widget scenario you mentioned, but you might want to assign webform tickets to a specific group or agent also.

    A few ideas come to mind.

    • You could have a category (custom) field on the webform and have tickets assign based on the selection the requester makes.
      Example: If someone submits a ticket and select Sales from the custom field, a trigger could auto-assign it to a sales group or agent. Another trigger would be necessary for each other option you would like to automagically assign by category. 

    • You could assign tickets based on what organization they are part of - like you also mentioned here.

    A thing to keep in mind is not to have these triggers overlap, so that one trigger assigns a ticket based on category and another assigns based on organization for the same ticket. 

    Let me know what you would like to do with webform requests and I can be more specific.

    1
  • Yhkim
    Comment actions Permalink

    Thanks Jacob. I understand which ways are possible.

     

    I've checked the way you give me that category field on the webform.

    I'm now talking with Nils(Community Moderator) about it.

    https://support.zendesk.com/hc/en-us/community/posts/115005696827-Add-custom-fields-to-web-form-

     

    However, it doesn't work until now..

     

    0

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