Users of our SaaS platform currently submit requests via the platform. This generates an e-mail with a standard format that provides details such as the user, their email, which customer (or customer's branch) of ours they are with, where in the app they were in, whether it was from an Android or iOS device, as well as any comments/screenshots they had to provide. It's basically a 2-column HTML table with all that information, e.g. User name: Full name, User: Email, User Type: (X, Y, or Z), Description: (User's text here), Location: URL, Screenshot(s): etc.,
I'd like to parse the body of this so the ticket made in Zendesk can automatically assign the correct requester, requester's Organization (and/or branch, I am not yet sure how to approach multi organization structure in Zendesk yet...), and so on. Triggers don't seem to have a way to parse e-mails, so currently I've utilized Microsoft Flow to parse the e-mail, and forward the e-mail as one of the agents to take advantage of the Mail API and prepend #requester info at the top of the e-mail. I had a proof of concept ready, but am not sure if I'd go forward with this.
Was wondering if I've missed anything or if there's something better that could be done within Zendesk itself.
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