External links in tickets created in Internal notes after creating a ticket

Hi Eric,

Great to hear from you. Yep, you're right. So, the workflow looks in this way:

1. A client contacts us.

2. We identify a client by email and create a link to the amplitude with the events of this user, so our agents don't need to look for it manually but they'll have a direct link to the Amplitude page of this use directly by clicking on the link created in internal notes automatically after creating a ticket. Hope it sounds clear. However, I'm ready to share more details.

Have a good day! 

Hey Alexey,

Thanks for the context! I'm not familiar with Amplitude, but if the link is formatted the way as your example. You could whip up a super simple app using the apps framework to accomplish this. An even simpler way to accomplish this would be to use a webhook and trigger combination.

You'll create the webhook to point at your Zendesk instance, specifically at the ticket endpoint. We'll set this up as a put request as we're updating the ticket.

Then we'll configure the trigger to notify the target under certain conditions. (You'll want to make sure to have a nullifying condition like the checking / adding of a tag in my example. This way the trigger doesn't fire on more than the first instance.)


We'll then create the body of the request as a private comment and concatenate the ticket.requester.email placeholder onto the end of your link.



After that you should be good to go!