I'd like to be able to tidy up the ticket subject in dispatch'r so that it will be more friendly to the customer.
We have emails arriving from systems with messy confusing subject lines. The source of these is outside of our control so we cannot change what arrives.
The subject line is predictable and unique - it can be identified using the 'subject contains' condition.
I'd like a new action to 'Set Subject Text' that would replace the current subject with our preferred text.
We have the same issue with subject titles from tickets submitted by the support teams of our partners.
The string of numbers and letters is consistent so that a Dispatch'r rule to 'Set Subject Text' would be ideal.
I've been looking at a Freshplug article -> https://support.freshdesk.com/support/discussions/topics/317425
I don't have the technical know how to see if this could work but would be great if Freshdesk had this feature available.
+12Hello,
You can make use of the webhook action in the Dispatchr rule to automatically update the ticket subject using API. Here's the link to the API documentation : Update ticket
Cheers!
Does anyone have details on how to do this with a webhook? I just tried setting it up but nothing happens when I send in a sample ticket with no subject.
I made sure it was a PUT request, and I used the following endpoint:
https://myaccount.freshdesk.com/api/v2/tickets/{id}
Then I chose custom in the bottom part and put
{“subject”: New Subject}
Is that right?
+12Cheers!
Hi Amru,
Apologies for the delay.
Do you still require assistance on this? If yes, please write to support(at)freshdesk.com and one of our support folks will assist you further on this.
Cheers!
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