Copying contact info into ticket fields

Answered

3 Comments

  • Sushant Awalekar
    Community Moderator

    Hi Javier,

    You can achieve this by creating a simple zendesk app along with zendesk APIs which will run in the background and silently copy contact mail into ticket field. we developed the 'Field copier' app for similar use-case at our organization

    https://developer.zendesk.com/rest_api/docs/support/ticket_fields#update-ticket-field 

     

    Hope this helps!!

     

    Sushant

    0
  • Javier Garay

    Thanks Sushant, but I'm looking something to do it on the fly.

    0
  • Simon Blouner
    Community Moderator

    Hey Javier,

    If I understand your use case correctly, you should be able to do this by having a trigger, that would activate an HTTP target using the "/api/v2/tickets/{id}.json" end-point.

    Be aware, that Zendesk doesn't recommend updating a ticket this way, but I've got tons of cases where it works just fine when it's only one target being fired. If you got multiple targets updating the same ticket, you should have them being dependant on each other, as race conditions can appear, and thereby messing up a workflow.

    You can read a bit more about here

    Reach out if you need help setting this up :-)

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

    0

Please sign in to leave a comment.

Powered by Zendesk