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Fill out custom field using regex based on subject or body

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Andrew Dexter

Our customers often email us and mention their customer ID or order number in the subject or body of their email. Is there a way to scan the subject/body for any 12-digit numbers (e.g. with a regular expression) and then populate a custom field with that number? This would speed up our ticket handling considerably, as this field is linked to our sales backend and our macros incorporate data from our sales system.

I tried searching and didn't find any suggestions that matched our needs.

We'd be willing to accept only using the first matching string (i.e. link to the first order number mentioned). Our false positive rate should be low, as order numbers start with "2019", while product IDs are 11 digits and EANs have 13 digits).

If this isn't already an available feature, can this be added to your product backlog? Thank you!

6 Comments

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  • Nicole - Community Manager
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    Hi Andrew -

    Thanks for your comment. There is not currently functionality that can scan just for a 12-digit number. There is a trigger condition that can fire based on a specific string being present in a ticket comment, so if there was a series that always preceded that number, you could potentially set something up that way.

    I've marked your comment as product feedback, which places it into a ticket visible by our product teams. They'll reach out directly if they have any additional questions for you on this suggestion.

    3
  • Robert Cwicinski
    Comment actions Permalink

    Hi Andrew,

    we've built that using a custom middleware.

    A couple of our customers needed something like that too. It's hosted by us, so you could use it as well.
    Just contact me If you want to know more about it. 

    It currently parses the subject using a regular expression and writes the result back into a custom field inside the ticket (i.e. customerID, invoiceID, contractID).

    Regards,
    Robert

    -1
  • Louis Evangelista
    • Edited
    Comment actions Permalink

    Hi,

    I am looking to add this too.

    Thanks!

    1
  • Holden
    Comment actions Permalink

    Hi Robert, 

    We'd be very interested in something like this, how can I find out more about your middleware? 

    Thanks, 

    Holden 

    0
  • Robert Cwicinski
    Comment actions Permalink

    Hi together,

    just checkout the following website

    You can also contact me directly on LinkedIn if you want to learn more. 

    Thanks,
    Robert

    -1
  • Jon Azrielant
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    +1 for this feature. Would be great to be able to extract data from messages to populate fields. This has been a feature on Desk.com for 5+ years...

    0

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