All tickets submitted through Web Widget (Classic) include the URL for the page the user was on when the ticket was sent. Administrators can use triggers to add custom tags, agent assignments, and other actions to these tickets, based on the originating page, to streamline your ticket workflow.
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For general information on triggers, seeTriggers resources.
For example, let's say you are the administrator for a health care website, and you want to add the tag "peanut_allergies" to any tickets submitted through Web Widget (Classic) from a help center article about managing peanut allergies.
To add a custom tag to a ticket based on its originating page
- InAdmin Center, click theObjects and rulesicon (
) in the sidebar, then selectBusiness rules > Triggers. - On the Triggers page, clickAdd trigger.
- Enter a descriptive title for your trigger.
- In the section满足以下所有条件:use the drop-down menus to select the following options:
- Ticket: Channel
- Is
- Web Widget
Click the [plus] and add another condition with the following options:
- Ticket: Comment text...
- Contains the following string
- In the text entry box:Enter the URL of the page you want to trigger the custom tag.
- In the sectionPerform these actions:select the following options:
- In the drop-down menu:Ticket: Add tags
- In the text entry box:Enter the text of the tag you want applied to the ticket (for example, peanut_allergies).
- At the bottom of the page, clickCreate trigger.
2 Comments
Is this solution still working for latest API?Comment textdoesn't seem to contain the URL.
this solution still works for Web Widget (Classic). You should find the information requested in the description field if you check the ticket via API. Specifically, a line of text is added at the end of the description field, where is mentioned the URL where the ticket is originating from.
I hope that helps.
Pleasesign into leave a comment.