Create new ticket with triggers

9 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing your feedback, Erica!

    I see that this is your first post. Welcome to the Zendesk community! If you'd like to say hi to everyone, you can introduce yourself here

    We'll keep this post open so that other users can up vote your idea and add their comments. Our product managers use votes and comments to gauge how strong the need and interest are, so that they can prioritize the most in-demand requests.

    We look forward to seeing you around the community!

    1
  • Cat Bostwick

    100% agree. It would be super helpful if we could use automation for ticket creation. aka every two weeks, I want the system to create a ticket with the exact same verbiage. Kina like a reoccurring task that needs to be completed. 

    1
  • Pete Kemp

    I've been trying to find a way to do this myself, the amount of times I've seen people asking for the ability to do this is mad! Surely Zendesk can add a way for us to raise a ticket from a trigger 

    0
  • Ruth Nogueron

    I would LOVE to see this feature! Apparently, it's possible via API (Creating new tickets automatically using triggers), but I just don't have the time or resources to become proficient in API right now.

     
    0
  • Steve Lacoss

    Use Zapier.com to create tickets in Zendesk on a set periodic basis.  I have weekly task tickets to track and verify certain things get completed.  Hope this helps. 

    0
  • Ruth Nogueron

    Thank you, @...; though, that is not what we are looking for (we already automate scheduled task tickets), we would like this so that we can save our Agents time in creating ad-hoc tickets, but they would be created based on certain triggers/events that happen within existing tickets (they are not pre-defined tasks on a set schedule).

    0
  • Steve Lacoss

    I think that you could still use Zapier to create the ticket. It would take some experimentation but consider this. 

    1. The agent uses a macro to add a ticket tag. 

    2. A trigger is set to notify Zapier of the ticket tag. 

    3. Upon notification, Zapier will create a Zendesk ticket in whatever form, group, type, assignee, etc that you need.  

    0
  • Ruth Nogueron

    Thanks! I'll look into that.

    0
  • Hutton, Spencer

    I worked around this with a Macro, Trigger and http:// target extension.  The idea is that a macro adds a tag to the ticket, then a trigger looks for tickets updated with the tag and pushes a message to the target, then removes the tag.  The message pushed to the target is in JSON form so any ticket field can be set.

    1. Create a target and call it something like "Create Ticket ......"

    For the URL, put https://YOURsubdomain.zendesk.com/api/v2/tickets

    Method = POST

    Content Type = JSON

    Basic Authentication, I used my admin email followed by "/token"

    Password - your API token

     

    2. Create a Trigger to push to the target.

    Conditions:

    Ticket is - Updated

    Tags contains at least one of the following "zd_new_ticket"

    Actions:

    Remove Tags - "zd_new_ticket"

    Notify Target - (choose the target created in step 1)

    in the JSON body, you can put whatever you need and even use placeholders in the JSON text, i.e.:

    {
    "ticket": {
    "group_id" : "1234567890",
    "comment": {
    "body": "The smoke is very colorful!  This ticket was created after ticket#{{ticket.id}}" was updated,
    "public": false
    },
    "subject": "New Ticket"
    }
    }

     

    3. Now with all that, you just need a Macro to call it.

    Make a new macro, and all it needs to do is Add Tags "zd_new_ticket" to a ticket.  Then when you update that ticket, it will fire the trigger which will notify the target and create a new ticket.

     

    0

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