Skip to main content
  • EN

I’ve read a few suggestions by community members about how to programmatically change the requester when a ticket is created and meets certain criteria, but I just can’t seem to figure out the WebHook payload…

 

We have a client that has their own helpdesk system for triaging issues.  

Their users email them their issue, then their system either handles it internally or escalates to us.

The escalations will always come from the same email address - say “helpdesk@external.domain” (which is what is being used as the criteria for the automation trigger), but they don’t want (and we don’t want) to be conversing with their helpdesk system.  We want to be dealing directly with their end-users.

So they CAN configure their escalation to automatically include their end-user as a CC in the email that comes to us.  And they can include their end-user’s email in the subject or body if needed.  But they CAN’T setup their escalation so that the email that comes to us is “FROM” their end-user.

So, can I use a WebHook to change the requester of their escalation tickets from helpdesk@external.domain to whomever they have CC’d?  Or whichever email they’ve included in the email body or subject.

{
  "ticket": {
    "email": (thisemailaddresswillchangedependingonwhotheCCis)
  }
}

 

Don't do mail integrations is my short answer 

You need to use webrequest on the ticket to get the CC.

    "cc_emails":        "daniel@sty.se"    ],

Then a webrequest to update the ticket. 

"You can achieve this using a custom automation or workflow rule, depending on your helpdesk platform. Look for a condition that checks if the requester is blank or set to default, and then use a trigger or webhook to set the requester as the first CC'd user from the original email. Some platforms may also allow a script-based approach using APIs for more flexibility."

Don't do mail integrations is my short answer 

You need to use webrequest on the ticket to get the CC.

    "cc_emails": :      "daniel@sty.se"    ],

Then a webrequest to update the ticket. 

I’m completely new to FreshDesk - only started a trial account the other day to see if this could be done.

How do I do what you’ve suggested?

Reply


Terms of Use