Pre set values when starting new ticket
Feature Request Summary:
Allow a external system to start a new ticket and pass parameters to pre set the Subject, and Brand.
Description/Use Cases:
We want to initate sending email to a user from our back office workflow system and pre populate the ticket subject, brand and requester so staff do not have to manually enter it.
For example this URL
https://zendesk.com/agent/tickets/new/2?requester_id=361905903476&brand_id=360000031895&subject=foobar
would open a new ticket with the requester, brand and subject already selected.
Even better if we could pass the requester email address instead of ID, saving us to perform a lookup. So
https://zendesk.com/agent/tickets/new/2?requester_email=mark@gmail.com&brand_id=360000031895&subject=my%20subject
This would open the new ticket screen in Zendesk but without us having to call the API or save a ticket as the user may decide they no longer want to send the email so no new ticket would be saved.
Business impact of limitation or missing feature:
This is an efficency gain saving users from selecting requester, brand and subject. Also avoids human error if this information is system generated.
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This would be a freaking great feature. Especially when we have multiple brands and forms and could autoselect/populate some of that information from the agent end of things.
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I would also really like a way to specify the form via the URL as well. For example, if I want to have a link that a person can click on that would open a Problem ticket on the agent side vs an Incident. Or any other form I want to encode. Would be very handy!
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