Auto Detect Specific File Types and Route?

Answered

Posted Feb 22, 2023

Is there a way to auto-route tickets based on File Types?

Our case is, HAR Files have sensitive information attached and we would like to find a way to auto-detect when a ticket is submitted that has the extension .har

We can detect attachments, but can we take it one step further? Support says this is not supported so I'm counting on the brilliant Dev Minds/Super Admins out there! Thank you for all your help!

3 comments

Date

Christine

Zendesk Engineering

Feb 23, 2023

Hi Gabriel,

Currently, the condition related to the attachment that you can choose in Automation/Trigger is "Attachment > Is/Is Not > Present" which I believe you are already aware of. Apologies, but I cannot find any workaround to make it more specific to attachment file types.

Previously attachment condition is not present, but due to the high volume of requests we received, this was recently implemented.

Therefore, I highly recommend that you start a post about this in our Feedback - Ticketing System (Support) using the Product Feedback Post Template. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!

Elliana James

Mar 16, 2023

It is possible to set up an automation rule to auto-route tickets based on file types, including HAR files. However, the feasibility and specific details of implementing such a rule may depend on the ticketing system or software that you are using.

If your ticketing system has the capability to detect file types of attachments, then it may be possible to set up a rule that triggers when a ticket is submitted with an attachment of there file type. The rule could then automatically route the ticket to a specific team or assignee based on your preferences.

However, if your ticketing system does not have this capability built-in, it may be necessary to explore other solutions, such as using a third-party integration or developing a custom script to accomplish the task. In either case, it's important to ensure that the solution is secure and compliant with any relevant data protection laws and regulations.

It's also important to keep in mind that automated routing based solely on file type may not always be the best solution for handling sensitive information. It may be helpful to consider additional measures, such as encryption or access controls, to protect the sensitive data within the HAR files.