Ticket Parser Autofill can be used to change the Requester in a ticket. This can be used if you are receiving automated email notifications or alerts where the emails come from an email such as "noreply@example.domain.com" , "accounts@example.domain.com", or "support@example.domain.com". In these instances, the ticket would have been created in certain contexts, for example, when a customer submits a form, and the ticket is generated with structured content such as the following.
Email Address: annexample@gmail.com
Phone Number: 004404567890
You can use the Email Address or the Phone Number in ticket to change the Requester.
- Where the extracted Email Address or Phone Number exists for a Zendesk end-user, that name is added as the Requester and as the reply To.
- Where a user for the extracted Email Address does not exist, the Email Address itself is shown as the Requester and as the reply To.
- Where a user for the extracted Phone Number does not exist, the Requester shows as "Unknown".
In this example, a Workflow is set up for Ticket Parser Autofill to do the following:
Extract the Email Address that is in a new ticket and use this to Change Requester on the ticket.
For general information on setting up Workflows, refer to Setting up the Ticket Parser Autofill Workflows.
In this Article
Creating the Workflow
Name and Trigger
Creating the Rules for Parse and Extract
Choosing how to Update the Ticket with the Extracted Value
Enabling the Workflow and Save
Opening the Trigger that is Created
How the Workflow Extracts the Email Address from the Ticket and Changes the Requester
Creating the Workflow
The following is a summary of how to set up the Workflow for this example.
Name and Trigger
| Name | Enter the Name, for example, Extract Email Address and Change Requester. |
| Trigger |
This selects the Zendesk Trigger to use, and whether this is when the ticket is Created or Updated. You can select When a ticket is created (new Trigger) to create a new Trigger. You can also select an existing Trigger that has already been created for a Ticket Parser Autofill Workflow. For details on this, refer to Trigger in Setting up the Ticket Parser Autofill Workflows. |
Creating the Rules for Parse and Extract
Create the parsing rules which determine how you want to extract the value from the tickets.
Click Add parsed value to open the Rule to extract a value from text section on the right-hand side.
| Extract a value from the text in these ticket fields |
You can select one or more of these ticket fields. In this example, select First Customer Message. |
| How to extract the value | In this example, select Use a Pattern to match the value. |
| Use the following pattern to match and extract the value |
As part of the pattern, you can enter a phrase that is included before or after the value, that is used to match the value but is not included in what is extracted. For this example, it determines that this is the Email Address to be used. In this example, the Match phrase before the value is specified "Email Address:". For the Value to extract selected as "An Email Address". For full details, refer to Use a Pattern to match the value in Setting up the Ticket Parser Autofill Workflows. |
| Test the Pattern |
When you have entered the pattern, you can use the Test option to check the pattern is working as expected. Enter the text to test the pattern and click Test. The result of what the pattern would extract displays below. |
The following is how this example looks when setting up the Rules in the Workflow and after running the Test.
Click Submit to close the Rule panel.
Choosing how to Update the Ticket with the Extracted Value
Next, select what to update in the ticket.
|
Change Requester |
For this example, checkmark Change Requester. Then select the Email Address. |
The following is how this example looks when the Change Requester and Email Address has been selected in the Workflow.
Enabling the Workflow and Save
Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.
The Configuration displays and includes the saved Workflow.
You can open and edit the Workflow at any time from the Ticket Parser Autofill Configuration.
Refer to Editing a Workflow in Enabling and Saving the Workflow, Opening the Zendesk Trigger, Editing, Disabling or Deleting a Workflow.
Opening the Trigger that is Created
This example Workflow was configured by selecting When a ticket is created (new Trigger). When the Workflow is saved, this automatically creates a Zendesk Trigger in your Zendesk Admin Center.
There are no changes needed to the Trigger for this example. If you want to check it, you can open the trigger in your Zendesk Admin Center directly from the Workflow by clicking View Trigger.
Refer to Opening and Editing the Swifteq Trigger Created in your Zendesk Admin Center.
How the Workflow Extracts the Email Address from the Ticket and Changes the Requester
The following is an example of how this Workflow Extracts the Email Address from the Ticket and Changes the Requester in the ticket.
This is an example of the form that the customer fills in with their details.
When the form is submitted, it creates the ticket. The Ticket Parser Autofill app changes the Requester and adds the Email Address. In this example, an end-user already exists with that Email Address so the name is automatically added as well. If the user had not already existed, it would have added the Email Address as the Requester.