Is there a way to update the title on an existing ticket, with the subject of an email that has been received against the ticket?

5 댓글

  • Diederik de Koning
    댓글 작업 고유 링크

    Hi, 

    Yes I am looking for the same solution, but Zendesk support told me it's not possible. Could we add a request to add this requirement?    

    Kind Regards, 

    Diederik

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Diederik,

    Thanks for sharing this feedback! Could you provide some additional context on what sort of workflow you're trying to set up? Additionally, it may be worth taking a look at the comment section of this post: Update a ticket's subject line

    It looks like you may be able to set up this functionality using Triggers and HTTP targets. Keep in mind that this is an unsupported workflow so if you do run into any issues, you'll need to troubleshoot on your end or reach out to our community members for guidance.

    Cheers!

    1
  • Diederik de Koning
    댓글 작업 고유 링크

    Dear Brett, 

    Thank for your answer. I did look at the option of using Triggers and HTTP targets" but it seems that you can only add a fixed pre-text, whereas we would like to update the ticket title with the new e-mail subject of the reply email. The problem is that I don't think there is any placeholder that contains the latest email subject.

    Basically the workflow we want to create is around our artwork approval process. We sell merchandising with our customers' logo via a drop shipping process with different factories. Therefore next to the communication with our customer we also communicate with these factories about each order. We would like to build the following workflow:

    1. Provider send us an email with the subject: "artwork order 1234 version 1"

    2. In some case we need changes to the artwork and would reply to the email asking for these changes

    3. The provider would respond to us, but changing the email subject in "artwork order 1234 version 2"

    4. When we reply to this email we would like that our email subject is also "artwork order 1234 version 2". However currently the subject is always the ticket title which in this case is the subject of the first email received "artwork order 1234 version 1

    I hope this clarification works and you could help pointing us in the right direction to solve this.

    Thanks in advance!

     

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hi Diederik,

    Thanks for the additional information!

    I can't think of an immediate workaround but what I can do is get this question added to our monthly Community Roundup that gets posted in our announcements section. This would help provide visibility to other users who may be able to provide an alternative solution for you.

    Let me know if you have additional questions in the meantime.

    Cheers!

    0
  • Diederik de Koning
    댓글 작업 고유 링크

    Hi Brett,

    That would be great thanks! 

    Kind Regards, 

    Diederik

    0

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