Auto-populate Text User Field from message content

Answered

15 Comments

  • Nick Malone

    Hi Alexis,

    While we don't have a pre-built solution that would do this, I do have a couple ideas for you.

    1. It sounds like you have a mobile game or app of some kind that is sending emails into Zendesk from end-user requests.  If you could alter that so it makes a request to our API and creates a ticket instead, you could have that Player ID field populated from the API request.  Have a look at this link: https://developer.zendesk.com/rest_api/docs/core/requests

    2.  If that is not possible, you could also write a sidebar app for Zendesk that would upon clicking a button, use regular expressions to parse out that Player ID and then put it into the Player ID field.  This would be able to run after you opened the ticket for viewing from the agent interface.  Our app documentation site lives here: https://developer.zendesk.com/apps/docs/agent/introduction

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  • Benny Xie

    I'm interested in a solution for this as well. We receive support requests primarily through email. 

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  • Jessie Schutz
    Zendesk team member

    Hey Benny!

    Have you had a chance to check out the two solutions that Nick provided in his comment?

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  • Steve Smoot

    Another +1

    In our case, our initial phone calls are handled by an external service.  They send a formatted email

    Called: name

    Company: blah

    Issue: doesnt work

    Priority: P1

    (etc)

    so we'd like to auto populate fields in making the ticket.  (and don't want the mail header From to be the ticket creator)

    The API route doesnt work as its coming from their system, the regexp one would be a workaround, but sounds annoying, will try it.  Otherwise we need to code a mail parser that calls the API.  Seems like you should do, not make your clients do.

     

    -s

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  • Intis Kalnins

    Works for me too. A third party sends us emails with a case number in the body. Just need a way to copy that into the ticket field automatically.
    Could just be dynamic content like the placeholders.

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  • Marci Abraham

    I thought this was possible? Is it only internal, i.e., agent forwarding?

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  • Jessie Schutz
    Zendesk team member

    Hi Marci!

    You can use text strings to update drop down or check box fields, but not free text fields. 

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  • Maria del Carmen Méndez

    Hi!

    I don't know if what I did is what you need.

    I fill a ticket field using extension option:

    The URL is my domain on zendesk as:

    https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

    Then on the message body I put the sentence:

    In this way I put a text value on the text ticket field.

    You also can take this value on an other ticket field.

    I hope this helps!.

    Maria

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  • Roger Sandmeier

    Hi Maria,

    i know this is a old tread but maybe you can help me, i need the order number from the email test in a ticket field, tried it your way but its not working. maybe you can help me

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  • Brett Bowser
    Zendesk Community Team

    Hey Roger,

    Are you receiving some sort of error when you try to set up a target that auto-populates this field? Any additional information you can provide is greatly appreciated!

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  • Roger Sandmeier

    Hi,

    We use our own contact form on our website, this then generates an email which arrives in a Gmail account and from there is retrieved by Zendesk and creates a ticket.

    I would like to read the order number and insert it directly into a custom field in the ticket.

     

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  • Georg Winkler

    Hello Roger,

    This is possible by using an additional small micro service which uses regular expression to analyze the ticket descriptioin. We have such a service. Feel free to contact us if you need help setting it up https://www.zendesk.com/marketplace/partners/leafworks

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  • Roger Sandmeier

    Hi Georg,

    Sounds perfect.

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  • Shweta Gupta

    Hi,

    I have a similar query. Incoming tickets have agent names, especially loyal customers who reach out to support directly addressing the agents they last worked with. I understand how to set this via triggers, but this results in false positive if the name of the customer is same as that of any agent.

    I want to set a trigger or condition or using any other Zendesk capability, that can help me parse only the initial few lines in the email body (I wish to exclude the signature and have only salutations). Is there a way to do this?

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  • Dave Dyson
    Zendesk Community Team

    HI Georg Winkler,

    Would your solution possible work for Shweta Gupta's use case as well?

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