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Change ticket Subject in corelation with the fields

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Gabi

已于 2024年1月30日 发布

Hy everybody,

Is it possible to change to the ticket subject (https://help.successcx.com/hc/en-au/articles/18320571648409), directly correlating it with the ticket fields?


What do I mean by that?

I aim to automate this process so that every time a ticket is created, the fields are automatically populated with the necessary information extracted from the ticket body. By implementing this automation, the subject of the ticket will be dynamically modified in correlation with the populated fields.

 

Do you think this is possible?

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    Stephan Marzi

    Zendesk Luminary

    Hi Gabi, 

    I am parsing ticket details from the body to the custom ticket field by using the studio of knots.io. In fact the information can also automatically modify the subject title as well. In case you have the detail in the custom field f.e. you can also fire a trigger modifying the subject as well.

    It helps if there is a regular form or a standard sentence.

     

    Regards, 

    Stephan  

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Gabi -

    Since this will be event based, we will be implementing a Trigger, such that when a Ticket is Created you can set the subject either using custom field placeholders or leveraging Knots as Stephan Marzi has suggested above.  A couple of other options for you.

    - Hide and prefill your subject line if you are using a form
    - Offer a dropdown for more consistent subject line data

    Hope this helps!

    Brandon

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