Use trigger to automatically assign a ticket to an account

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4 コメント

  • Dan Cooper
    コメントアクション Permalink

    I have a few thoughts on how you can approach this.  The first one is that the agents can use the Mail API to update ticket fields when they create the ticket.  The feature sounds more complicated than it is, but take a look and it's pretty simple for updating basic fields.  This is the one case when the term API in this community is really accessible.

    If they are forwarding messages from customers, you can also allow Email forwarding under Settings > Agents.  This will allow the ticket to be forwarded in by an agent, but retain the original sender as the requester. 

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  • Rona Yang
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    Hi Dan - Unless I'm missing something the Mail API is for preset words right? I can't create my own like #orgname and have that automatically populate the organization that the ticket is tied to? 

     

    We are already using message forwarding, but in many cases our CSMs are just opening tickets on the back end for clients - like please validate this orgs script or I noticed a data descrpency for this org. These tickets we don't want the client to see, we just want support to fix and then when we do reporting we want to know how many tickets were created in a specific org. We also want to tie orgs to our tickets so that we can pull specific SF info for them. 

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  • Dan Cooper
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    Hi Rona, 

    Organizations on tickets are tied to the user, you can’t set an organization to an organization the user is not a part of.  Using the mail API you could start the email like this: 

    #requester jane@example.com
    #public false

    EMAIL CONTENT HERE

    You would have to have a requester to select, but you could make a dummy address for an organization that belongs to each organization if you just need to track this on an organization level.  Something like orgName@example.com could be a useful dummy end user that belongs to orgName organization. The nice thing about the example.com domain is that Zendesk doesn’t send emails to that domain, so it’s a bit safer if you want to keep the ticket from sending updates out to the requester. 

    This solution requires the person forwarding the email to add the hashtags at the top and for them to be agents in order to submit the ticket, but it can help you ensure that the correct requester and comment type is associated with the ticket. 

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  • Graeme Carmichael
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    Rona

    > I don't want to change the requester to a customer, because sometimes we just do things in the background and don't want the customer to know

    Have you looked at private tickets? This will allow you to set the ticket to the correct requester but keep the whole detail internal.

    I do not know if this is intended or a bug, but I was not able to generate a private ticket using the mail API. The first comment is always public.  But the first comment can be made private after the ticket is created.

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