Auto-populate Text User Field from message content

7 Comments

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

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

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  • Jessie Schutz
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    Hi Marci!

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

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