Assigning brand based on custom field URL entered | Community
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Assigning brand based on custom field URL entered

  • January 25, 2024
  • 5 replies
  • 0 views
Tamara13

Hi there,

We have a request form on one of our brands help centers, and as part of this we ask the user to provide a link. This link will be specific to one of our other brands. When the ticket reaches zendesk, we want to route the ticket based on brand.

is there a way to set this up so we can look at the URL provided in the field by the user and parse out the brand name, to then route the ticket?

I haven't been able to figure this out, the best thing I've come up with is to add a custom field that autopopulates from passing parameters over from the previous page the user was one, and then hide the field in the CSS theme of the help center.

Any suggestions?

      5 replies

      Brandon12
      • Brandon12
      • January 26, 2024

      Hey @tamara13 - 

      I'm not sure I'm fully understanding your use case.  Based on the ask, I'm assuming this form is not a Zendesk form?  Or it is, but it's for your default brand.  Either way, you should be able to scrape the URL via a text contains and then route based on that.  You'd need a Trigger for each brand, or a webhook to update the ticket using JSON.  This would allow you to auto update the brand (and route to the right brand/group).  Let me know if that points you in the right direction?

      Brandon

        Stephan12
        • Stephan12
        • January 29, 2024

        Hi @tamara13,

        Marking via tag is possible or even parsing via the triggering the used brand of HC. Personally I would use a trigger to differ the tickets. For example:

        Ticket > Brand  is equal to thyssenkrupp Rasselstein GmbH 

        set a tag like "brand_rasselstein" or parse the information in a special custom field.

        By the way, we are not using a second brand yet, but according to my experience the brand should also be mentioned in the standard ticket fields after adding a request. Am I wright or wrong?

        Regards, 

        Stephan

         

         

          Nicole17
          • Nicole17
          • January 29, 2024

          Thanks for jumping in and helping out, @brandon12 and @stephan12!

          Tamara13
          • Tamara13
          • Author
          • January 30, 2024

          Hi everyone thanks for the help.

          Stephan, thanks for your suggestion, I should have clarified in my original post that I was looking for it to populate a different brand we have than the one the help center relates to.

          I ended up working with the engineering team on this one, as we are carrying over the URL as a parameter already, and they were able to carry brand as a parameter also, which autopopulates this for the user logging the request based on how they landed on the form (we're routing to it from our platforms).


          Stephan12
          • Stephan12
          • January 30, 2024

          Hi Tamara,

          Sounds interesting. By the way, can you assign a brand to every end-user as well?

          Regards, Stephan

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