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Support Tip: How to change the ticket Subject using a trigger
Pedro Rodrigues (opservator.com)
Posted Oct 14, 2019
Note: comments added before August 2022 referred to the previous version of this article, when this could be achieved using targets/extensions (which were replaced with webhooks).
The "Email user" action allows us to set the subject/title of the email notification to the requester. The ticket Subject doesn't change, however.
Although there isn't a straightforward trigger action to modify the ticket Subject, we do have a way to achieve this with a Notify active webhook action.
Here's how to do it:
1. Create a webhook to update tickets
Go to Admin Center » Apps and Integrations » Webhooks and create a new webhook (under Actions, on the top-right corner).
Complete the required webhook fields:
- Name. The name of your webhook (e.g. "Update Ticket")
- Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (make sure to replace 'yoursubdomain' with your own subdomain)
- Request method: PUT
- Request format: JSON
- Complete the Authentication method (use an administrator's credentials)
2. Add webhook action to your trigger
Edit the trigger you want to modify the ticket Subject.
Under Actions, add a Notify active webhook action.
Input the following in the JSON body part of the trigger action:
{"ticket": {"subject": "Your new subject is here!"}}
Example:
That's it! Now you have a trigger action that updates the Ticket Subject.
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