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Auto-fill a field based on adjacent text
Answered
Posted Jul 20, 2016
Hi everyone! We're looking for a way to pull a string out of a ticket comment based on set expectations next to it. Here's an example:
All tickets come in with the following text, the number changing each time:
PlayerID: (12345)
I can certainly have a trigger search for "PlayerID: (" but I want to then take "1234" and put that into my custom Player ID ticket field. Can anyone think of a way to pull this adjacent text? It would always be a set number of characters after the "PlayerID: (" Maybe some app or a custom extension? Willing to try anything at this point!
Thanks in advance
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8 comments
Klara Audren
Hi Alexi, unfortunalty this is not possible to do this within the Zendesk interface and as far as I am aware we do not have any applications that can pull a string from a comment either. However have you considered using a ticket field?
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Alexis Manetas
Hi Klara! Thanks for responding! I assume you mean using a ticket field as in showing the field for a player to fill in when they submit a ticket? Unfortunately the majority of our tickets come from within the Zendesk SDK in our mobile app and those forms don't appear to be customizable in that regard.
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Jessie Schutz
Hey Alexis! If you haven't already, you might think about hopping over to our Zendesk SDK section to ask your question. There are some really experienced folks over there who might be able to help you out!
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Amanda Sherman
Has there been any update on this? I'd like to auto-fill/complete fields based on information submitted in the ticket. Is this possible now?
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Nicole Saunders
Hi Amanda -
No, this isn't something we've put together at this point in time.
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Amanda Sherman
Hi Nicole -
Can I use a plug-in of any sort to achieve this?
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Nicole Saunders
I am not aware of any plug-ins that perform this action, but there are new things being added to the Zendesk App Marketplace on a regular basis so it's worth checking back periodically.
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Maky
Hi!
I don't know if what I did is what you need.
I fill a ticket field using extension option:
The URL is my domain on zendesk as:
https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json
Then on the message body I put the sentence:
In this way I put a text value on the text ticket field.
You also can take this value on an other ticket field.
I hope this helps!.
Maria
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