Support Tip: How to change the ticket Subject using a trigger

In regards to getting this to work, what if we only have "Token Access" enabled for our API access?  Is it possible to pass in the token as part of the authentication, or do we need to enable "Password Access" for the API?

Thanks!

Actually, I just answered my own question and got this to work following the basic format of authentication using the token.

username = userEmailAddress/token

password = tokenValue

I was able to successfully get this working.  Hope the above helps anyone else trying this.

I have provided my admin credential but receiving following error while submitting Test Target in HTTP Target configuration :

{"error":"Couldn't authenticate you"}

Hi @Azhar, have you tried changing your password, and try again? Does it also fail if you use another admin's credentials? If the problem persists I'd suggest opening a support ticket with Zendesk.

@Azhar

If you have access to the API section in your admin dashboard I would give that a try. 

You can then use a UN of an admin followed by "/token" for the Username and the API token as the Password.

It would look something like, "azhar@example.com/token" "verylongapitokenforpassword"

@Azhar - One of our agents took a look and will be responding to you shortly. However, we removed your screenshots as some of the information was a little risky to post in a public forum and we wanted to protect your account security. 

Sorry I didn't  update that Authentication issue gone after re-login. Currently looking solution for something else i.e. I was able to update the ticket subject using trigger and API call but using the same configuration, I was not able to update custom field.

Wanted to know how to update a custom field using same API call and trigger.

Expression used in JSON body of the trigger :

{"ticket": {"subject": "Subject changed for Mr. {{ticket.requester.first_name}}"}} --> It was successful

{"ticket": {"subject": "{{ticket.ticket_field_360042501834}}"}} --> It was successful

{"ticket": {"subject": "{{ticket.ticket_field_option_title_360042588434}}"}} --> It was successful

{"ticket": {"customField:custom_field_360042588434": "Chat"}} --> It was UNSUCCESSFUL

{"ticket": {"ticket_field_option_title_360042588434": "Press"}} -> It was UNSUCCESSFUL

Thanks Sergei. It worked.. :)

Hi Sergie,

What I noticed recently is that whenever I am trying to set custom ticket field with the above mentioned JSON expression,  it is updating fine for a single word value but not working for multiple word value.

Could you please help on this?

E.g. :

{"ticket": {"custom_fields": [{ "id": 360042537054, "value": "Careers" }]}}  --> Working Fine

{"ticket": {"custom_fields": [{ "id": 360042537054, "value": "Product Feedback or Questions" }]}}  --> Not working fine

Hi, everyone!

Here I share the way I came up with the solution to, for example, remove all single quotes (') from ticket title using Liquid:

{% assign ticketTitle = ticket.title | remove:"'" %}
{
   "ticket": {
      "subject": "{{ ticketTitle }}"
   }
}

I hope it can help someone with same need I had.

Best wishes,

Renato

This is a not a great work around IMHO, but thanks for suggesting it.  When will we get a real trigger to modify the subject of existing tickets at Update or at Create time? 

1. There risk is Admin Bob set this up using his account, and every time his password expires , this will *break*.  
2. If a service account is used for this work around, you must pay for that license to fill this feature gap (OUCH!) 
3. If the Trigger leveraging the Extension/Target is configured incorrectly any updates from an agent that use the trigger will come from the account tied to the credentials used for the extension/target.  

@Dave Kaminsky

I totally understand what you are saying. 

That being said, I believe that your first point can be remedied by using a token instead of a password. 

Here is a link to the documentation on that. https://developer.zendesk.com/rest_api/docs/support/introduction#api-token

This would also mean that you "could" avoid getting a service account in this case.

Again I totally understand what you are saying but I wanted to let you know that there were some workarounds to the workaround. ;)

I need some help with this one. we can't seem to be able to get the extension to actually go through. has there been a change to this by chance?

Hello Brett

I'm interested by your method,

I would like to set a custom field instead of the subject

If it's possible, what should i wirte instead of subject in then JSON expression :

{"ticket": {"subject": "Your text goes here"}}

Thanks !

Great tip. I actually used it to append to the ticket subject. This allows us to add a customer ticket # to the subject from a ticket field automatically to stop email loops.

If anyone is interested, here's the JSON:

{"ticket": {"subject": "{{ticket.title}} [{{ticket.ticket_field_360042479912}}]"}}

Hello @Lou,

Glad this tip helped you out! Also, thanks for sharing with the community your tip on our tip! :D

Best regards.

It would be great if we could just use triggers or automation to append or set the ticket subject. I can do this with a Macro but it would save tons of time if it could be done automatically (without having to use JSON)!  

@mary29

The JSON is really simple for this one. Here it is for just setting a subject with no "special" edits:

{"ticket": {"subject": "YOUR SUBJECT HERE"}}

I agree, I would love to be able to update the subject (and the native due date field) with a trigger!

Hi All,

i am trying to create a webhook with end point url as https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (i replaed your domain with our Zendesk domain) however it returns with an error

If someone can help please!

Prakash Sati

The URL looks good. Where are you seeing this error?

I have this in the JSON body of my trigger: {"ticket": {"subject": "Subject changed by {{ticket.requester.first_name}}"}}

The subject is still not updating when a customer changes the subject on the email. Please advise.