Jonathan Dahl

Hi Evans,

We encountered a similar requirement and opted to create a ZIS integration that copies the initial ticket description into a hidden multi-line custom field. Here’s how the bundle is set up. If you have any questions, don’t hesitate to DM me!

{
    "name": "ZIS integration - Ticket descriptions",
    "description": "Add the ticket description to a custom field for reporting",
    "zis_template_version": "2019-10-14",
    "resources":
    {
        "GetDescAction":
        {
            "type": "ZIS::Action::Http",
            "properties":
            {
                "name": "GetDescAction",
                "definition":
                {
                    "method": "GET",
                    "path.$": "/api/v2/tickets/{{$.ticketId}}.json",
                    "connectionName": "zendesk",
                    "headers":
                    [
                        {
                            "key": "Content-Type",
                            "value": "application/json"
                        }
                    ]
                }
            }
        },
        "AddDescAction":
        {
            "type": "ZIS::Action::Http",
            "properties":
            {
                "name": "AddDescAction",
                "definition":
                {
                    "method": "PUT",
                    "path.$": "/api/v2/tickets/{{$.ticketId}}",
                    "connectionName": "zendesk",
                    "headers":
                    [
                        {
                            "key": "Content-Type",
                            "value": "application/json"
                        }
                    ],
                    "requestBody":
                    {
                        "ticket":
                        {
                            "custom_fields":
                            [
                                {
                                    "id": 34216058451731, // Add your custom field ID here
                                    "value.$": "$.ticketDescription"
                                }
                            ]
                        }
                    }
                }
            }
        },
        "AddDescFlow":
        {
            "type": "ZIS::Flow",
            "properties":
            {
                "name": "AddDescFlow",
                "definition":
                {
                    "StartAt": "GetDetails",
                    "States":
                    {
                        "GetDetails":
                        {
                            "Type": "Action",
                            "ActionName": "zis:{{your-ZIS-integration-name}}:action:GetDescAction",
                            "Parameters":
                            {
                                "ticketId.$": "$.input.ticket_event.ticket.id"
                            },
                            "ResultPath": "$.input.ticket_details",
                            "Next": "FetchTicketDescription"
                        },
                        "FetchTicketDescription":
                        {
                            "Type": "Action",
                            "ActionName": "zis:common:transform:Jq",
                            "Parameters":
                            {
                                "expr": ".ticket.description",
                                "data.$": "$.input.ticket_details"
                            },
                            "ResultPath": "$.input.ticket_details",
                            "Next": "ZendeskTicketUpdate"
                        },
                        "ZendeskTicketUpdate":
                        {
                            "Type": "Action",
                            "ActionName": "zis:{{your-ZIS-integration-name}}:action:AddDescAction",
                            "Parameters":
                            {
                                "ticketId.$": "$.input.ticket_event.ticket.id",
                                "ticketDescription.$": "$.input.ticket_details"
                            },
                            "End": true
                        }
                    }
                }
            }
        },
        "AddDescJobSpec":
        {
            "type": "ZIS::JobSpec",
            "properties":
            {
                "name": "AddDescJobSpec",
                "event_source": "support",
                "event_type": "ticket.TicketCreated",
                "flow_name": "zis:{{your-ZIS-integration-name}}:flow:AddDescFlow"
            }
        }
    }
}

I was told in a support ticket that this has been pushed to the first half of 2023. 

+1 on adding Explore metrics for Side Conversations. We use them for tracking the overall lifecycle of a support case from an agent productivity standpoint.