Add a Tag to a New ticket if attachment is present

36 Commentaires

  • Kuldeep Patidar

    Hi @...,

    Thanks for confirming. I feel strongly about information and love learning more on this. If possible, can you please help me in building that markup to achieve my goal.

    Edit: I think we need to use “tickets/update_many” endpoint here.

    I'm afraid as I have minimum knowledge of markup, so not sure how the correct code/request should look like.

    I truly appreciate your valuable support!!

    Regards.

    Kuldeep

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  • Anita Rajkumar

    Awesome resolution Ash! :)

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  • Sebastian Jurk

    Thanks Ashish and Terry!

    Did anyone yet check how to also trigger images pasted directly in the email text? The trigger in itself works fine but it seems images pasted into the text are not stored as attachments in the ticket JSON. Anyone checked out already how to catch those images as well?

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  • Dave Dyson
    Zendesk Community Manager
    I'm not sure there's a way to do that, but since it seems adding options to the creation of views might obviate the need for these solutions, and since the method of updating a ticket via a trigger and target is not supported and can be unreliable, and since HTTP targets are being deprecated soon in favor of Webhooks, I think it might be helpful to our product team if one of you could post your use case to our Feedback - Ticketing System (Support) topic, using our Product Feedback Post Template to format your feedback. Our product team watches that space, and the more we can learn about your needs, the better. Thanks!
     
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  • Dean Kongslie

    I have a question. I am using a webhook to set the subject of a ticket depending on various data in the form's fields. The subject does get updated using this trigger, but I want the subject to update before the email goes out on a newly created ticket. When I run the following webhook as the very first trigger on our instance (ahead of the notify requester of new proactive ticket) the email still goes out with the subject as it was when I submitted the ticket originally, not as is since being updated by this webhook.

    What am I doing wrong?

    The endpoint that this webhook is looking at is a PUT and domain/api/v2/tickets/{{ticket.id}}.json

    {"ticket":
    {"subject": "{% if ticket.ticket_field_360041372052 != null and ticket.ticket_field_360041372052 != '' and ticket.ticket_field_360044340271 != null and ticket.ticket_field_360044340271 != '' and ticket.ticket_field_360041327151 != null and ticket.ticket_field_360041327151 != '' %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360041372052}} - {{ticket.ticket_field_360044340271}} - {{ticket.ticket_field_360041327151}}{% elsif ticket.ticket_field_360041372052 != null and ticket.ticket_field_360041372052 != '' and ticket.ticket_field_360044340271 != null and ticket.ticket_field_360044340271 != '' and (ticket.ticket_field_360041327151 == null or ticket.ticket_field_360041327151 == '') %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360041372052}} - {{ticket.ticket_field_360044340271}}{% elsif ticket.ticket_field_360041372052 != null and ticket.ticket_field_360041372052 != '' and (ticket.ticket_field_360044340271 == null or ticket.ticket_field_360044340271 == '') and (ticket.ticket_field_360041327151 == null or ticket.ticket_field_360041327151 == '') %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360041372052}}{% elsif ticket.ticket_field_360041372052 != null and ticket.ticket_field_360041372052 != '' and (ticket.ticket_field_360044340271 == null or ticket.ticket_field_360044340271 == '') and ticket.ticket_field_360041327151 != null and ticket.ticket_field_360041327151 != '' %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360041372052}} - {{ticket.ticket_field_360041327151}}{% elsif (ticket.ticket_field_360041372052 == null or ticket.ticket_field_360041372052 == '') and (ticket.ticket_field_360044340271 == null or ticket.ticket_field_360044340271 == '') and ticket.ticket_field_360041327151 != null and ticket.ticket_field_360041327151 != '' %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360041327151}}{% elsif (ticket.ticket_field_360041372052 == null or ticket.ticket_field_360041372052 == '') and ticket.ticket_field_360044340271 != null and ticket.ticket_field_360044340271 != '' and ticket.ticket_field_360041327151 != null and ticket.ticket_field_360041327151 != '' %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360044340271}} - {{ticket.ticket_field_360041327151}}{% elsif (ticket.ticket_field_360041372052 == null or ticket.ticket_field_360041372052 == '') and ticket.ticket_field_360044340271 != null and ticket.ticket_field_360044340271 != '' and (ticket.ticket_field_360041327151 == null or ticket.ticket_field_360041327151 == '') %}TSG Reporting – Order Follow Up - {{ticket.ticket_field_360044340271}}{% endif %}"}
    }
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  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Dean,

    Do you mind opening up a ticket so that our team can take a look at your account? When opening that ticket, if you could provide some examples where this is happening - it'd be apprecitated.

    Thanks so much!

     
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