One possible way to automate the process is to use a middleware solution for Zendesk.
With the Ticket Parser, it is possible to use the module to search for a text string, identifying patterns to change the requester field via email address, name, and company.
The app is available on the Zendesk Marketplace and it allows you to change the ticket requester either by changing the requester email address or the requester name.
See other ways to update the ticket requester
The Knots Ticket Parser User is a middleware solution that is simple and ready to use.
Once the app is installed in your Zendesk instance, the webhook is automatically created, and through the app, you can set up a new trigger.
Here you can search for a pattern in the text string you want to extract and update the ticket requester field. For our solution, we use RegularExpressions.
In this example, I am using the following use case:
The Ticket Parser for Zendesk allows you to read information from different parts of the ticket, such as Ticket Tittle, Ticket Description, and Ticket Comments. Here you see a list of all the placeholders supported by Zendesk.
It can be combined with other modules, for example, the OCR that reads the content from scanned documents and parses its content into ticket comments.
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