Oliver Atkinson

Thanks for the reply Ned,

I have two questions:

1. I find that when declaring the requester condition in the trigger, I can type in the no-reply email however it turns back to “-” when I click off/press enter.  It will only allow me to select from “assignee”, "current user"," and team members. We have reached our team member license limit. Is this intended?

2. With the Active Webhook,
I've declared:
Endpoint: https://ourorg.zendesk.com/api/v2/tickets.json
Method: PUT
JSON Body:
{
    "ticket":{
        "requester_id": 29553114917273
        }
}

I ran a test and found that the requester of the ticket hadn't changed despite the trigger applying. I checked the ‘Events' section and confirmed the ‘Message pushed to webhook.’ Do you have any theories as to why the requester didn't change?

It's scheduled last in the trigger order so I can confirm that no other conditions would interfere.

Edit: Turns out the Webhook 404'd due to ‘InvalidEndpoint.’ Looking into it.
Edit 2: Needed to be more specific with the endpoint. Changing it to https://org.zendesk.com/api/v2/tickets/{{ticket.id}} worked!

Hello,

Is it possible to change requesters based on the ticket subject using a combination of triggers and liquid markup/webhooks?

I'd use a webhook + automation combination but ideally, we'd need the requester to change immediately rather than wait the 1-hour increment.

The use case is so we don't have to manually change requesters from a no-reply address.
It's trying to create a solution to this question. Any assistance would be greatly appreciated!

+1

Hello,

We're receiving tickets from a 'no-reply' address and we would like to automatically change the requester so public replies go to the correct contact.

We're trying to automatically change the requester of a ticket based on the subject of the ticket.

We want to do this on a recurring basis and will trigger as soon as the ticket is created.

We've tried using a Webhook+Automation solution similar to this. The issue is automations only run hourly so this wouldn't be ideal for a ticket which requires a response within an hour of creation

Any assistance on possible solutions would be much appreciated.