How do we can modify "subject" based on custom filed value (enter by user ) in new request form


3 Comentarios

  • Sam
    Community Moderator

    Hi richestsoft dev! This is possible by updating the Subject using the Zendesk API and a webhook trigger that fires on ticket creation. Please see here and here for more information!

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    If I understand your question, you can use triggers and webhooks to do that. The trigger will send JSON to the web hook which will update the subject.

    For example:

    The trigger condition would be {{custom field}} is present and any other conditions you would need.

    The action would be to notify the webhook.

    The JSON would be similar to {"ticket": {"subject": "{{ticket.title}} [{{ticket.ticket_field_yourfieldID}}]"}}

    I also add a tag and check for the tag to ensure it only fires once.

    The webhook would have an endpoint of{{}}.json

    Request method PUT

    Request format JSON

    We use this method in several situations and it works very well for us.

  • richestsoft dev

    Thank you so much for the response.
    Is that also possible, can we redirect to some URL after form submission?


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