Trigger to create a new ticket

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10 Comments

  • Phil Holcombe
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    Hi David,

    I imagine it would be possible through the API, if you have development resources.

    Alternatively, have you considered using a trigger that sends an email, that then creates a support ticket? I'm not 100% sure it would work, because Zendesk might catch it as spam, or have some other filters in place. Worth a try.

     

    Phil @ Nexmo



     

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  • Jessie Schutz
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    Hey David!

    We have a couple of apps in the Apps Marketplace that might help you with this. Neither of them automate the process, but they do allow you to create "linked" or "child/parent" tickets that would accomplish what you're looking to do.

    Either of these apps would allow your agents to create a linked ticket and assign it to your Accounts team, giving them access to the information they might need in the original ticket, while still allowing that ticket to be Solved and prevent skewing your metrics. 

    You can create a macro that your agents can use to quickly fill out the needed fields in the new ticket, so the fact that it's a manual process shouldn't be too cumbersome.

    Hope that helps!

     

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  • Cory Katz
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    Any chance there has been an update on this?  I tried to use notifications and triggers to generate a new ticket, but it always gets snagged in Suspended because zendesk sees the requester as it's own email.

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  • Jessie Schutz
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    Hi Cory!

    No, this functionality hasn't changed. You might be able to set something up to create a ticket automatically using our API, but there's nothing built into the product that will do this for you.

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  • Léa Saint-Laurent
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    Hey,

    Strongly related question:

    We want to have a trigger create a linked ticket, but that would have the same selected fields as the initial ticket.

    From what I quickly read in regards to the "Project App" and "Linked ticket", doesn't exactly seem like what we need.

    Any other suggestions by any chance?

    Thank you! :)

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  • Jessie Schutz
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    Hey Lea! Welcome to the Community!

    It's not possible to create tickets of any type with a Trigger, I'm afraid. Is that the only feature you're missing from those two apps, or is there something else you want to do?

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  • Chris Johnson
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    Are we any closer to having a solution for this.  My example is related to onboarding new staff.  WHen a new recruit is appointed I want a process in place that will raise tickets to purchasing to get a new PC and phone, to HR to set up their PAYE, Pension etc, to IT to set up a network account and telephone extension and to business apps to set up their credentials on the apps they will be using.  Likewise when someone leaves we need a similar auditable process with actions to different departments to complete.

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  • Nicole - Community Manager
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    Hi Chris -

    We have not added any new trigger conditions around creating new tickets, however I have marked your comment as product feedback and submitted it to the product team for consideration. They will follow up with you if they have any further questions.

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  • Angela Franklin
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    This would be a great feature request.   If we could create a trigger that would automatically create a ticket for a separate support address when I get a ticket with a specific criteria.  I dont want to add a child ticket for another group to my ticket. It would be nice for them to have their own ticket.  Seems like an easy feature request to allow us to set a trigger to email a support address which would then open a ticket for them. 

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  • Brett - Community Manager
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    Hi Angela,

    This functionality doesn't exist currently but we greatly appreciate your feedback here :) It looks like the following app fits the needs of most users looking for this functionality so I did want to pass it along in case you found it useful: Split n Close

    Let me know if you have any other questions!

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