Tip of the week: Extracting an order number from your tickets

Tip of the week: Extracting an order number from your tickets

August 11, 2015
Tip of the week: Extracting an order number from your tickets

In this tip of the week, I cover a method that enables Zendesk to extract an order number and record it in a custom ticket field without opening a ticket screen.

Often, especially in the e-commerce industry, you receive notifications from your shopping cart containing useful information about the purchase and order number. This information is written in between the lines, and it takes time for agents to find this number and update the ticket field. It’s possible to find the order number manually or with the Zendesk Apps framework, however, these methods require agents to open a ticket to update the field. Now we have an easier method.

The solution is based on the ability of URL targets to make an API call to update ticket fields. For a refresher on this, check out my other Help Center article about adding individual CC records.

This tip of the week will answer a specific scenario when you receive a ticket containing “Order number: #ABC123456” string. We will extract this number and record it in a custom field called “Order Number” without touching a ticket.

The configuration consists of five steps:

  • creating dynamic content record
  • creating a custom text field to store the order number
  • creating a URL Target to extract the order number
  • recording it in a custom field
  • creating a trigger to fire the target, and running a test

Head to the forums to learn more

Keep the knowledge flowing! For more tips like this, check out Zendesk’s Tip of the Week collection.

We know. It's a lot to take in.

Sign up for our newsletter and read at your own pace