Hello, Is Zendesk able to take supplied information in email and create a support ticket?
For example, customer sends email to our support team, I want a ticket to be created with the supplied information in email. Can Zendesk somehow pull Name, Date, PO#, and problem they are having if we use specific keywords in email?
Thanks
Hi Rocky,
It's possible to parse or process email data from your customers to Zendesk, but this will most likely have to be done via 3rd-party service and with integration to Zendesk API, specifically Tickets API
For example, when you receive an email from your customer, you could 'process' that email first, then, submit that as a ticket via Create Ticket endpoint with all of the data processed (like ticket field values).
Another simpler, yet less flexible, way of doing this is via Triggers. You can use conditions such as Subject text or Comment text to capture specific keywords and build actions based on those keywords. For more information, see these articles:
How does the Comment text condition work in business rules?
How do I create a trigger based on a ticket subject?
Also, here's a similar post from another user about this topic: Parse external ID from mail subject or body
Yes, this is possible using regular expressions. The result is then automatically updated in the custom fields. It's also possible to create tags according to your needs.
Check out this app in the Zendesk Marketplace: https://www.zendesk.com/marketplace/apps/support/810637/ticket-parser-by-knots/
You can include different patterns in the same trigger.
I hope it cuts off the manual work.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.