Ticket Fields with Regexp

2 Comments

  • Nicole - Community Manager

    Hi Pierre,

    Thanks for sharing your feedback. Can you tell us more about your workflow and why you need this, how frequently you would use it, and what the impact to your business might be?

    1
  • Pierre Joseph De La Fonchais

    Hi Nicole,

    Thank you for your reply.

    We have automatisms which close our tickets 15 days after resolution and which closes our tickets when they remained 2 months with the pending status.

    It often happens that our customers reopen the tickets because they are mainly addressed to us by mail (they answer us in the previous mail).

    When reopening the tikets, the fields with regular expressions can not be emptied automatically (neither with the automations nor with the triggers). It happens that some of our agents, despite the procedures, forget to empty the fields manually.

    In several of these fields, we have stored critical data (such as the completion time of this ticket or the corresponding quote number ...).

    We want to set up an API that would allow our customers and agents to access Zendesk statistics on our software.

    If the fields are not emptied the API would not give the right values ​​to our customers.

    If you have any questions do not hesitate.
    I wish you a good day,
    Cordially.

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