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Pre set values when starting new ticket



Posted Apr 04, 2022

Feature Request Summary: 

Allow a external system to start a new ticket and pass parameters to pre set the Subject, and Brand. 

Description/Use Cases: 

We want to initate sending email to a user from our back office workflow system and pre populate the ticket subject, brand and requester so staff do not have to manually enter it.

For example this URL

https://zendesk.com/agent/tickets/new/2?requester_id=361905903476&brand_id=360000031895&subject=foobar

would open a new ticket with the requester, brand and subject already selected.

Even better if we could pass the requester email address instead of ID, saving us to perform a lookup. So

https://zendesk.com/agent/tickets/new/2?requester_email=mark@gmail.com&brand_id=360000031895&subject=my%20subject

This would open the new ticket screen in Zendesk but without us having to call the API or save a ticket as the user may decide they no longer want to send the email so no new ticket would be saved.

Business impact of limitation or missing feature:

This is an efficency gain saving users from selecting  requester, brand and subject. Also avoids human error if this information is system generated. 

 


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6 comments

This would be a freaking great feature. Especially when we have multiple brands and forms and could autoselect/populate some of that information from the agent end of things. 

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Ben Wilcox

Zendesk Luminary

I would also really like a way to specify the form via the URL as well.  For example, if I want to have a link that a person can click on that would open a Problem ticket on the agent side vs an Incident.  Or any other form I want to encode.  Would be very handy!

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We also have a similar case where agents are starting the tickets first instead of the customer.

 

We would love to be able to prefill the fields so that an agent clicking on a link in our system would get redirected to Zendesk with the requester, title and maybe a few other fields (brand, group, priority, type…) already prefilled in. Ideally we would also love to have a macro preselected or used already so that the agent can edit if they want or just send it as it is after double checking. I can also see a case where suggesting a list of macros by ids would be useful.

 

Our use case is that we want our agents to contact customers in certain predefined scenarios and currently this requires a complex solution using the API to achieve or require a lot of manual work for agents where you copy/paste a bunch of stuff and remember or look up different cases.

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I've been trying to do this with prefilled form through the Help Center, but if an agent does it, you'll have to change the requester manually when it comes in as a ticket. 
You could then use a macro to set the remaining ticket fields, which is quite nice, but having to change the requester manually means there's no way to further automate the first response.

Would be great if this format worked: https://zendesk.com/agent/tickets/new/2?requester_id=361905903476&brand_id=360000031895&subject=foobar

instead of https://support.zendesk.com/hc/en-us/requests/new?requester_id=361905903476&brand_id=360000031895&subject=foobar

 

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image avatar

Gaurav Parbat

Zendesk Product Manager

Hey Yavor, 
thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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Thanks for taking the time to reply Gaurav. If you need anymore feedback or examples don't hesitate to contact us.

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