We have a call center that handles incoming phone calls for our agents, and from their calls, an email is generated with the customer information, which turns into a Zendesk ticket. I've created a custom app that parses the data in that email to populate the customer fields, select the product they're inquiring about, etc... but all of this requires that an agent click the button in the app to have the script run. Currently it's possible for the agent to forget to click the button, and when they reply to the ticket, the requester would still be the call center rather than the customer... so it effectively goes unanswered as far as the customer is concerned.
Is it possible to set up a trigger to either automatically execute the app, or is there something anyone else might recommend to handle this data ingest to populate ticket fields?
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