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Automatically assign new tickets to known problem tickets

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Matt Brown

Posted May 13, 2021

Hi -

I opened up a ticket on this earlier and no current feature exists (at least I cannot find a way in the UI and neither could ZenDesk support according to their answer)  So, hoping some collaboration might spur the old man's brain on how to do this (if at all).

I have a trigger that will auto set some ticket fields related to stability/performance issues of our product.   

BUT - the one item you cannot currently auto-set is a known problem ticket.  So, for example - my stability issues - I have a problem ticket (i.e ticket number 10000 - System Degradation/Performance Issues). 

Any new ticket that comes in (either through internal slack integration, webform, or email) I cannot automatically assign that new incident ticket to the Problem ticket.  It always has to be manually set.  

Anyone come up with a different solution?  




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    Permanently deleted user

    Hi Matt,
    this is probably way too late but just in case.
    You can create a webhook for Zendesk to call it's own API.

    For your case you want to update your current ticket and set the field "problem_id" to your Problem ticket id (i.e. 10000 based on your example).
    The webhook can then be called as action in your trigger.

    Best regards,
    Mario

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