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Automatically assign followers to tickets from help-centre form
Posted Jan 29, 2024
Hello community,
I stumbled on a feature request in the business I work with requiring followers to be assigned automatically when tagged in a dropdown field on a form. This would benefit the Customer Support team by reducing work needed to relay the ticket to the appropriate managers.
There is no feature for this natively or via community wiki and after speaking with Zendesk Support I spent time on my own working solution. Feel free to interpolate this or improve this.
Firstly, I had a form setup with the drop-down field I want containing all managers/VIP, the tag was the username part of the email, for example John Doe, and the tag being john.doe.
Create a PUT webhook, endpoint: /api/v2/tickets/{{ticket.id}}.json
Basic auth
Secondly subscribe it to a trigger, I used the following:
- Meet all
- Ticket: Created
- Ticket status: New
Notify webhook
{
"ticket": {
"followers": [{"user_email": "{{ticket.ticket_field_XXXXXXXXXX}}@domain.com", "action": "put"
}]
}
}
As above, I used my custom drop-down field and then appended the domain part of the email for the managers, which all are in the same domain.
The end result is when end-users submit tickets and selected the manager in the form, the manager is automatically assigned as a follower.
This only works if they are light agents to my knowledge.
Feel free to interpolate this solution and provide feedback if this helped.
0
2 comments
Brett Bowser
This is awesome. Thanks for sharing Thomas Littler! I moved this post under our Discussion - Tips and best practices from the community topic for more visibility :)
1
Jennifer Rowe
Such a great tip, Thomas Littler! Thanks for sharing it.
1