How to email agents with the ticket number in the subject line

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4 comments

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    Arnaud de Theux

    Thanks for sharing this @Justin !

    Although I don't get this part: note: the {{ticket.id}} placeholder will display the actual zendesk ticket number while the {{ticket.title}} placeholder will display the random token at the end of the email subject line

    What do you mean by "token"?

    Thanks!

  • Avatar
    Justin Graves

    @Arnaud - The "token" is a random set of 8 letters and numbers separated by a dash half way through (like 4HFF-1PWZ in my example below.  When displayed as part of the {{ticket.title}} for Agents it is surrounded by square brackets.

     

    I think I can best demonstrate how this plays out with an example.

     

    Say an end-user emails your zendesk and the subject line of their email is "Can't login to the website".  ZD will turn that email into a ticket and assign it a number, say 10247, for example.  Now according to my formatting above, the end-user would get an email back with the subject line:

    "Request Received :: Can't login to the website (10247)"

    Now imagine that one of your agents submits the exact same email 1 minute later with the same subject line (and it gets assigned ticket # 10248 and token 4HFF-1PWZ).  The email that goes out to them would have the subject line:

    "Request Received :: 10247 :: Can't login to the website [4HFF-1PWZ]"

     

    Hope that clears it up for you.

  • Avatar
    Justin

    Awesome. Thanks for sharing, Justin. 

  • Avatar
    Robert Cartwright

    I had something similar all set up, but then one day (1/28/15 after 11:09am), the token suddenly stopped showing up in the subject line.  I checked the email subject lines in the Trigger and it clearly reads: [{{ticket.account}}] "{{ticket.group.name}}" assignment:  {{ticket.title}}

    I don't know why the token stopped being added.  Thinking that perhaps I changed a setting that impacted it, I checked the Audit log to see what I had done. I had changed nothing on or around this day.

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