Phil Stewart

Having run into the same problem, I developed a solution that is currently working for us. The solution involves the use of a webhook and trigger.

When a ticket is created, the first public comment will be taken and put in a custom ticket field. You can then add the custom ticket field to your reports in Explore.

1. Create a new webhook
   1. Admin Center→Webhooks
   2. Create webhook
   3. Trigger or automation
   4. Enter below info in the form
      1. Name: Enter something relevant
      2. Description: Enter something relevant
      3. Endpoint URL: https://campsystems1711984942.zendesk.com/api/v2/tickets/update_many.json
         1. The reason for using the update_many endpoint is because this will allow you to put the ticket_id in the json body of your trigger. You cannot put placeholders in the endpoint url of a webhook currently.
      4. Request method: PUT
      5. Request format: JSON
      6. Authentication: Basic authentication
         1. Enter your username and password
   5. Admin Center→Fields
      1. Field type: Multi-line
      2. Display name: Enter something relevant
      3. Description: Enter something relevant
      4. Permissions: Agents can edit
   6. Admin Center→Triggers
   7. Create trigger
   8. Enter below info
      1. Name: Enter something relevant
      2. Description: Enter something relevant
      3. Conditions:
         1. Ticket>Ticket Is Created
      4. Actions:
         1. Notify by>Active webhook - <>
         2. JSON Body:
            {
 "tickets": [
     {"id": {{ticket.id}}, "custom_fields": [
        {"id": custom_field_id_goes_here, "value": "{{ticket.description}}"}
        ]
    }
 ]
}

When a ticket is created, the trigger calls the webhook, and the API populates your custom field with the ticket description. You may also want to add a tag in your trigger actions.

Hi @...,

I would like to upvote this feature request as well. It is negatively impacting our ability to properly escalate issues to the right areas for our Development team in Jira.

Interesting, thank you for that information Thomas. Since it's a command of the widgets Core API I would thought it would affect the source for tickets created via the Widget in Support as well.

To be clear I'm referring to the "Submitted from:" link that is automatically added to the ticket description when a Support ticket is created via Widget. Are you aware of a way to change or hide this link?

Hi,

We are utilizing the web widget on our internal site, and are having security issues with the users URL being included on the bottom of the created tickets. We incorporated the updatePath javascript as shown below, beneath our ze-snippet; however, the full URL is still being added to our tickets.

Does the updatePath code need to be put somewhere else too?

The widget works very well otherwise, we just can't have the full URL be present on the created tickets.

Hi Rob,

I just set this up and I was receiving the same error, then noticed that under settings->API the Password Access was disabled. Enabling this "Password Access: Enable API authentication using an agent's email address and password" fixed the issue. This is working great for me now, thanks John.

This new found power in the HTTP targets calling the API opens up all sorts of possibilities.