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Parse external ID from mail subject or body
Posted Jul 03, 2021
Hi.
We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.
Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:
ZAYearMontDayNextnumber (ZA2012106050987)
H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)
C-H6digits.2digits (i.E. C-H763452.34)
We are looking for solution:
1 to automaticly parse those ID to external ID custom field
2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)
3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it Is possible , i.E. freshdesk).
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2 comments
damien.duponchelle
Hello Pawel,
For me there isn't application or standard feature to make the behavior 1) and 2). I will consider a specific dev using the API to read tickets and complete fields as you want.
Regarding the third, you can use this criteria and trigger an email content/description :
> Comment Text | Contains at least one of the following words
https://support.zendesk.com/hc/en-us/articles/203662106-Streamlining-workflow-with-ticket-updates-and-triggers
I let others approve or not this thought.
Damien
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Gabriel
Hello Pawel,
on the Zendesk Market Place, you can find this Ticket Parser: https://www.zendesk.com/marketplace/apps/support/810637/ticket-parser-by-knots/
It will solve problems 1 and 3. You can use regular expressions to identify patterns and extract them from the email subject, email body, and attachment (if readable) into customized fields and add tags according to your needs.
To merge the ticket you can check this page https://knots.io/merge-tickets-zendesk/
Hope it helps you solve your problem.
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