How to change the ticket requester automatically in Zendesk

Prerequisites:

Make sure to include an email address in the ticket for the final requester. This email may be found in the ticket title, body, internal comments, or attachments. If using attachments, please install the
Convert PDFs, Scans + Images to Text tool first.

1. Install the Ticket Parser app and log in to your Knots account

Please install the Ticket Parser Extract Patterns app and log in to your Knots account. For a detailed walk-through, please read our installation guide and follow steps 1-3. 

2. Set up the trigger to automatically change the requester

1. On the main page of the app, hit the Create trigger button.

   

2. Create a trigger name

3. Choose the source containing the required information. Zendesk placeholder documentation can be accessed here.
   
   Here are some common placeholders:
   {{ticket.title}} = Find information in the subject line of the email/ticket

   {{ticket.description}} = Find information in the body of the email/ticket

   {{ticket.latest_comment}} = Find information in the latest ticket comment (commonly used along with our Convert PDFs, Scans + Images to Text to pull information after PDFs/images/PNGs are converted from image to text)

   

4. For Search type, select "User search by email address" from the dropdown menu.
5. Specify the destination field to store the extracted results and add a tag for when the pattern is found. In this case, the template will automatically show the field Requester.
6. Enter your regex pattern in the Search for pattern field.
   (Need help? Visit regex101.com or contact regex@knots.io).
7. Click Create to finish.

   

Need help or want to learn more about Knots automations?
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