Following scenario
- You are getting form-content from an external system like your webshop
- The form is sent by an email address webform@yourcompany.de
- You maybe have an email-field in your Form which is then transmitted into your Zendesk Support within the email body:
- Subject: Ticket Subject
Description: I need help!
First Name: John
Last Name: Doe
Email: john.doe@gmail.com
- Subject: Ticket Subject
- Your requester in Zendesk will be webform@yourcompany.de instead of john.doe@gmail.com !
Solution
With your helpdeskapi.com Zendesk middleware we can do the following:
- Parse ticket body and extract the email-address -> john.doe@gmail.com
- Change the requester in Zendesk
- first check if the requester with the given mail-adress already exists
- if not - create the requester with
- Firstname: John
- Lastname: Doe
- Email: john.doe@gmail.com
- link the requester_id within the ticket to the right requester
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