Requester "Solve Ticket" Link

Answered

1 Comments

  • Kay
    Community Moderator

    Hi Tyler,

    It's possible with heavy customisation. The complexity depends on the tools you have to set-up something like this.
    The way I see it there are 3 options.

    1. Login not required - Thru Zendesk Guide > Ticket > Trigger > Target
    2. Login required - Thru Zendesk Guide > Javascript
    3. Login not required - Zapier Incoming Webhook > Zendesk Support

    Option 1
    The email you sent out will contain a link to a Help Center page, with a query parameter that contains the ticket ID.
    Something like https://support.zendesk.com?solve_ticket=8989123
    In your Help Center template you look for that ID, and generate a new anonymous request, with the subject as the ID  of the ticket you are trying to close (or a custom field) and a fixed requester.

    A trigger you've set-up will then listen for that, and will point to a target which contains an action with a HTTP Target to the ticket you are trying to solve.

    Option 2
    The email you sent out will contain a link to a Help Center page, with a query parameter that contains the ticket ID.
    Something like https://support.zendesk.com?solve_ticket=8989123
    In your Help Center template you look for that ID, since the customer is logged in, you can solve that ticket for them thru Javascript.

    Option 3
    The email you sent out will contain a link to a Zapier Incoming Webhook, with a query parameter that contains the ticket ID. Something like https://zapier.com/123123webhook/?solve_ticket=8989123
    In Zapier you can then use logic to get the ticket ID and make certain API calls to solve the ticket in Zendesk.

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