Auto-populate Text User Field from message content
2015년 9월 02일에 게시됨
I would like to take a piece of content from a customer's initial message and add it to a custom user field we have. Here's a breakdown of what I'm trying to do:
When a message arrives, it always includes the following at the bottom of the ticket:
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Player ID: xxxxxxxxxxxxx
Device Info: iPhone OS 8.4.1 iPad4,1
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We then also have a field we created called "Player ID". What I would like to happen is when a ticket is first received/opened/responded to (whatever's easiest), the "xxxxxxxxxxxxx" (well, the actual number), after the words "Player ID: ", from the body of the message be automatically entered into the Player ID field. Is this type of thing possible at all? Is there an app that does this?
Thank you in advance!
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댓글 16개
Gabriel
Hi Shweta,
you can extract the information using regular expressions and add it to a custom_field and include tags. Please check out the Zendesk Marketplace: https://www.zendesk.com/marketplace/apps/support/810637/ticket-parser-by-knots/
This can analyze the email subject and email body. You can select only one of them, too.
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Dave Dyson
HI 380297818053,
Would your solution possible work for 1263799359889's use case as well?
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Shweta Gupta
Hi,
I have a similar query. Incoming tickets have agent names, especially loyal customers who reach out to support directly addressing the agents they last worked with. I understand how to set this via triggers, but this results in false positive if the name of the customer is same as that of any agent.
I want to set a trigger or condition or using any other Zendesk capability, that can help me parse only the initial few lines in the email body (I wish to exclude the signature and have only salutations). Is there a way to do this?
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Roger Sandmeier
Hi Georg,
Sounds perfect.
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Georg Winkler
Hello Roger,
This is possible by using an additional small micro service which uses regular expression to analyze the ticket descriptioin. We have such a service. Feel free to contact us if you need help setting it up https://www.zendesk.com/marketplace/partners/leafworks
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Roger Sandmeier
Hi,
We use our own contact form on our website, this then generates an email which arrives in a Gmail account and from there is retrieved by Zendesk and creates a ticket.
I would like to read the order number and insert it directly into a custom field in the ticket.
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Brett Bowser
Hey Roger,
Are you receiving some sort of error when you try to set up a target that auto-populates this field? Any additional information you can provide is greatly appreciated!
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Roger Sandmeier
Hi Maria,
i know this is a old tread but maybe you can help me, i need the order number from the email test in a ticket field, tried it your way but its not working. maybe you can help me
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Maky
Hi!
I don't know if what I did is what you need.
I fill a ticket field using extension option:
The URL is my domain on zendesk as:
https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json
Then on the message body I put the sentence:
In this way I put a text value on the text ticket field.
You also can take this value on an other ticket field.
I hope this helps!.
Maria
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Jessie Schutz
Hi Marci!
You can use text strings to update drop down or check box fields, but not free text fields.
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