Ability to forward emails into an existing ticket

65 Comments

  • Justin Prevatte
    Comment actions Permalink

    @Adam Fronteras

    The ticket number doesn't get written to the comment. Just the email body.

    0
  • Stéphanie CETTOU
    Comment actions Permalink

    Hello,

    I found this post of 4 years ago. But from my understanding, the only solution would be to run a macro ticket by ticket and copy-paste the ID provided, right ?

    This unfortunately would not work for me, as I would like to receive a notification email from am other system, based in the ticket #.

    Is a similar solution available now ?

    Otherwise, is there a Web API that would permit a similar behaviour ?

    Thank you very much

    0
  • Micah Mount
    Comment actions Permalink

    @Richard,

     

    Oh--great, thanks for the clarification!

    0
  • Stéphanie CETTOU
    Comment actions Permalink

    Hello,

     

    thank you very much for these answers!

    Unfortunately, this method doesn't really work for me, as I would only have the ticket #.

    It would not work on our process to run an API for every ticket. We would like to be proactive and if I ask an agent to run the macro to copy the internal ID, we will not always remember to do it. 

    The thing is that I don't want to follow exactly the flow to redirect an e-mail into a ticket.
    I would like to use an external web service, to add a notification into a specific ticket.

    Not sure if clear. However, indeed, the only information that I would have is the ticket number.

    Best,

    0
  • Lucas
    Comment actions Permalink

    If you want to automatically display the Encoded ID without having to run a macro manually, you can use this method.

    Setup a new Ticket Field

    1. Create a new Ticket Field (Text) - note down the field ID
    2. Add the Ticket Field to your Ticket Form

    Create a HTTP Target

    1. Create a new HTTP Target (Settings > Extensions) with the following settings
    • URL: https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
    • Method: PUT
    • Content type: JSON
    • Enable Basic Authentication (failing to do this will cause the target to fail)

    Create a trigger

    1. Create a new trigger that will run matching your required conditions
    2. Add an action: Notify Target 
    3. Enter the following JSON

    {
    "ticket":

    {
    "custom_fields": [{"id": INPUTFIELDIDHERE, "value":"[{{ticket.encoded_id}}]"}]
    }
    }

     

    Now each time your trigger conditions are met, the ticket will display the Encoded ID as per below.

    0

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