External links in tickets created in Internal notes after creating a ticket
AnsweredHello!
Unfortunately, I couldn't find this topic here in the Community. We need to make links to Amplitude, so they'll be created automatically and posted in the ticket in Internal notes when a ticket is created by a client. Here is an example of such a link: http://link.ru/?email=name@gmail.com
How could we make such a feature? Does Zendesk have something which might help?
-
Hey Alexey,
Just to make sure I'm understanding you correctly. You're wanting to:
- Grab the requester's email and concatenate it onto your Amplitude domain.
- Have that posted into an internal note.
Is that correct? If not would you mind walking me through the workflow you're trying to accomplish?
Have a wonderful day!
Eric Nelson | Manager - Developer Advocacy
-
Hi Eric,
Great to hear from you. Yep, you're right. So, the workflow looks in this way:
1. A client contacts us.
2. We identify a client by email and create a link to the amplitude with the events of this user, so our agents don't need to look for it manually but they'll have a direct link to the Amplitude page of this use directly by clicking on the link created in internal notes automatically after creating a ticket. Hope it sounds clear. However, I'm ready to share more details.
Have a good day!
-
Hey Alexey,
Thanks for the context! I'm not familiar with Amplitude, but if the link is formatted the way as your example. You could whip up a super simple app using the apps framework to accomplish this. An even simpler way to accomplish this would be to use a webhook and trigger combination.
You'll create the webhook to point at your Zendesk instance, specifically at the ticket endpoint. We'll set this up as a put request as we're updating the ticket.
Then we'll configure the trigger to notify the target under certain conditions. (You'll want to make sure to have a nullifying condition like the checking / adding of a tag in my example. This way the trigger doesn't fire on more than the first instance.)
We'll then create the body of the request as a private comment and concatenate the ticket.requester.email placeholder onto the end of your link.
After that you should be good to go!
Please sign in to leave a comment.
3 Comments