We will receive tickets from CRM and it will send some details as first comment in the ticket which we will manually fill in the customized fields we created. Is there a way we can automate it to fill the details automatically by scaning the ticket body (The first comment)
Autopopulate fields based on the contents in ticket body
I’ve done this by running a script on a server which would search matching tickets via the API and then parse the text and push the returned values up to ticket fields. If this is something that would be helpful I’m happy to provide it!
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When it comes to achieving something similar in Zendesk Support, you have the option to create a trigger that specifically fires during the ticket creation event. You can then utilize a condition such as scanning the content of the first comment using 'Comment text', and proceed to set the values of your custom ticket fields based on your requirements. For more detailed information on the conditions and actions available, feel free to refer to our article on Ticket trigger conditions and actions reference.