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Ticket subject field

  • April 29, 2020
  • 4 replies
  • 0 views
E

Hi there, 

I have a question relating to ticket subject lines and grouping of tickets based on specific subject matters. 

We use a contact form on our shopify website and redirect any support emails in to Zendesk support. We have several drop down selections on the contact form including 'Product Problem' 'Shipping query' etc. These selections from the drop down should form the subject of the email and subsequent support ticket in Zendesk. 

However, when the ticket is created in Zendesk is comes in as a generic 'New Customer message...' subject line. 

Can anyone advise how to resolve this?

I want to be able to automatically assign tickets to groups or views based on the type of query coming in, however at present i'm unable to do this with the generic subject line. 

Any help would be most apprecdiated. 

    4 replies

    K
    • Kay11
    • April 29, 2020

    @edward swain ðŸ‘‹

    This is possible, here's how.

    • Create a custom dropdown field containing the values you need
    • Add that to your specific form
    • Update your views/triggers so that field becomes visible

    Optional (with Javascript in your Guide template):

    • Hide the subject field on the ticket form
    • On change of the dropdown fields; automatically populate the field with the dropdown reason. 
    E
    • edward17
    • Author
    • April 29, 2020

    Hi Kay, 

     

    Thanks for the input. At the moment we use a native Shopify contact form. I'm assuming your suggestion would require embedding a Zendesk form on our contact page  instead (which we're open to do). 

    We don't use guide at the moment, only a fairly standard contact form. Not sure if i'm allowed to post links to the site so wont. 

     

    S
    • Simon29
    • April 30, 2020

    Hi Edward,

    Zendesk doesn't alter the subject line of an email, unless you've got a trigger or automation set up to do it. Have you confirmed it's not the Shopify form that's creating the generic subject line?

    Brandon12
    • Brandon12
    • May 6, 2020

    Adding on this, I would also check to see if your subject line in Shopify is mapped correctly to the subject ticket field in Zendesk.  I know it's not exactly what you're doing today - but have you looked into the Shopify integration? https://support.zendesk.com/hc/en-us/articles/203660116-Setting-up-the-Zendesk-Support-for-Shopify-integration

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