Mapping support email contents to ticket fields

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2 Comentarios

  • Heather Rommel
    Community Moderator

    Hi Palanikumar!

    The good news is Zendesk has an email API which allows us to set some ticket fields such as Requester, Status, Assignee, etc.

    The not-so-good news is only Agents can use it and it doesn't work exactly how I'm imagining you want it. 

    Here is the article on the current functionality

    We use the mail API when a customer emails us directly instead of the system. What I can do in that case is forward the email to a support address in my account and at the top of the email, I can set the

    #requester requester@email.com

    #assignee heatherr@email.com

    #priority normal

    The other thing I can do in these cases if I want to set custom fields is what I call backfiling the fields by adding tags that correspond with selections in dropdown fields. As an example, if I have a dropdown field called Category and an option in that dropdown field is Customer Support and the tag associated with that option is customer_support, I can add that to my API commands and set the field:

    #tags customer_support

    ***NOTE that this particular command "#tags" will OVERWRITE other tags***

    All that said, the best option for what I think you would rather have is to either direct your customers to a form on your Zendesk Guide.

    I hope this helps even if it isn't what you wanted to hear.

    Sincerely,

    Heather

     

     

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  • Heather Rommel
    Community Moderator

    As I answered another post, it occurred to me that I missed on option:

    Regarding the custom fields, you could put in a series of triggers with the condition of "ticket is created" and "Comment text...Contains the following string...iOS device AABB" and have the action set any custom fields you've set up that are associated (assuming your custom fields are dropdowns).

    Happy Zendesking!

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