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Auto Populate Ticket Form with Lookup Fields without having to submit
Posted Aug 24, 2022
The launch of lookup fields are exciting, but they seem a little useless given that you have to "submit" a ticket in order for it apply.
We are using a lookup field on tickets for looking up an organization. Each organization represents a unique location that we service, and one requester can be associated to hundreds of different locations (organizations)
We want to populate the ticket with the correct data from the organization by simply changing the lookup field, and having a trigger that updates the ticket. This is difficult today, because you would have to change the lookup field, submit the ticket, and then GO BACK to the ticket.
We accomplish this now by changing the organization of the requester, and using a trigger to populate the ticket with the correct data. I would love it if we could do this with the lookup fields and have it bring in the organization data
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1 comment
Gabriel
Hello Zack McCarty,
we have an app on the marketplace that can automatically change the organization and/or the ticket requester.
https://www.zendesk.com/marketplace/apps/support/810637/ticket-parser-by-knots/
You can set the trigger to fire when the ticket is created. Depending on the use case you can use liquid markup or we also offer a solution for Data Lookup via API.
In any of the cases, all the action happens before the agent opens the ticket. If you have questions, you can send us an email (you can find it on the App page) and one of our solution consultants will contact you for a quick chat (free of charge).
I hope this helps you make the process seamless.
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