Changing Tickets Subject using triggers
Not plannedDear developers,
When a ticket field is blank Zendesk uses the first lines of the ticket to fill the subject field, this can sometimes be inappropriate data such as customer’s personal details. As the subject field is visible to all without opening the e-mail it puts customer’s personal information at risk.
You can change the subject with a ‘macro’ but not a ‘trigger’, the ‘trigger’ would actual be more useful as we could use it to set up default subject field when a ticket is created thereby removing the risk.
If there is a way around this let me know or otherwise please can this be implemented in the future?
Many Thanks.
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You could use an extension method to update the ticket using the API. If you make a post request with JSON data as the trigger to the ticket I think you could set the subject to whatever you want. You would also want to make sure the initial email isn't sent out until after that change happens.
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Using a trigger to set the ticket subject would be a great feature to have. Are there any plans to incorporate something like this?
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I'd love to get an answer from Zendesk on this question....
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Hi @Eric -- this feature is not currently on our roadmap.
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This will be an amazing feature to have. Hope we can have it one day where we can change the subject of the ticket using a trigger and based in other fields that the customer selects in our drop-down options during a request from the help center.
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Agreed, Carlos. From a reporting and analysis perspective, subject line creation is crucial and being able to automate it would significantly improve efficiency for my team.
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I'd like to see this capability as well.
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Taking into account @Andrew's heads-up above, here's a very detailed how-to that will help you achieve this.
"TL;DR" version:
Go to Extensions, create a new HTTP target, and complete the fields as follows:
- Url: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json
- Method: PUT
- Content type: JSON
- Check Basic Authentication and user enter credentials(not just any agent, must be an administrator)
Add your new target to the trigger Actions:
The final result:
Hope this helps!
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