Auto Detect Specific File Types and Route?

Answered

4 Comments

  • Christine
    Zendesk Engineering
    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!
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  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Gabriel Ortiz,

    This is possible with some development effort or a grey workaround.

    The approach I would recommend is to create a ZIS flow that listens to ticket comments and checks the comment attachments.

    The not-recommended approach that would get you started real quick is creating the following:

    1. Webhook to update the ticket via Zendesk API. The webhook should target Ticket Update endpoint.
    2. Trigger to notify the webhook.

    Your trigger should fire if the ticket is created or updated with a comment and an attachment. Something like this:

    Now to take action and do advanced filtering, you will need to use liquid markup to read the attachment filename and call the api to update the ticket with your desired payload if it contains .har or send a blank payload otherwise.

    This mix of liquid and json payload will assign the ticket to a group with id 123456789 if the attachment contains .har

    If no .har attachment is present, this will still call the api, but not generate a ticket event. You would need to add other conditions to the trigger based on your desired action.

    Now make sure to read this article to understand why this approach is not recommended. You need a very experienced admin who is aware of all your triggers and workflows to avoid race condition.

     

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  • Elliana James

    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.

     
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  • Drew Frey
    Zendesk Community Manager

    [The moderation team removed a link in the comment above based on our Community Guidelines]

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