Hey Zendesk community,
I'm working on a use case for our support organization and could really use your collective wisdom on the best way to approach this.
Goal: We want to be able to create a Zendesk ticket with specific values pre-populated in agent-only custom fields, initiated by a custom URL. This is crucial for streamlining our internal communication workflows.
Current Setup:
- We have a basic request form in our Help Center for customers to submit tickets.
- On this form, we have two key custom fields that are agent-only:
- A drop-down field named "System of Origin."
- A regex field named "System Source URL."
- The "System Source URL" is particularly important. It contains a URL that will allow for threaded communication in either Microsoft Teams or Slack, directly linked to the issue.
Tried/Considered:
I initially explored using the pre-filled ticket forms functionality described in the Zendesk article: Creating pre-filled ticket forms. However, this method appears to only work for fields that are visible to the customer on the public-facing form. Since our "System of Origin" and "System Source URL" fields are agent-only, this approach doesn't quite fit our needs for populating them directly via the URL. Also tested setting the permission to Customers can view, and it behaves the same.
The Challenge:
How can we construct a custom URL that, upon submission of the help center request form, will populate the values for our agent-only "System of Origin" and "System Source URL" fields into the newly generated Zendesk ticket?
Essentially, we're looking for a solution that allows us to pass these "hidden" or agent-only custom field values into Zendesk when a new ticket is created from a specific URL.
Any insights, code snippets, or pointers to relevant documentation would be incredibly helpful!
Thanks in advance for your time and expertise.