How to push information from the parent ticket into subtickets (advanced).

Here you'll learn about a method you can use with our Zendesk Tasks app that allows you to quickly share information from one ticket to a series of other tickets. 

You are able to manually push whatever information you want from the parent ticket to a selection of sub-tickets (or any other tickets) by following these steps. 

1. Create a Zendesk text field where you'll specify the tickets you want to send information to. 

2. Create a Zendesk checkbox field allowing agents to manually trigger the sending of data.

3. Create a webhook that specifies the field containing the ticket IDs that will be sent the data. 

4. Create a trigger that specifies what data you want to send.

 


 

1. Create a Zendesk text field. 

To do this first click on the cog on the left of the screen, then on Ticket Fields, then on Add field at the top right like this: 

SweetHawk__-_Agent.jpg

Then select the Text option and give the field the name "Ticket IDs to be sent data" and click on Save at the bottom like this:

SweetHawk__-_Agent.jpg

Now do a search of your existing ticket fields for the one you just created. Copy the field ID into your notes. The reason for doing this is because you will need this ID later in another step.

 

SweetHawk__-_Agent.jpg

 

Note: Based on the configuration of your Zendesk account, you may now need to add it to the forms you want to use this on. 

 


 

Step 2: Create a checkbox field.

Once again you will need to click on the cog on the left of the screen, then on Ticket Fields, then on Add field at the top right like this: 

SweetHawk__-_Agent.jpg

Then select the Checkbox option and give the field the name "Send data to ticket" and click on Save at the bottom like this:

SweetHawk__-_Agent.jpg

Note: Based on the configuration of your Zendesk account, you may now need to add it to the forms you want to use this on. 

 


 

Step 3: Create a webhook.

To create a webhook, first, at the top right of the screen click to go into the Admin Center like this: 

SweetHawk__-_Agent.jpg

Then in the Webhooks section, at the top right, under Actions, select Create Webhook like this: 

Screen_Shot_2021-10-07_at_11_22_45_am.jpg

 

Then a) give it the name "Update many (from ticket field)" and b) in the Endpoint URL section place in this URL:

https://myzendeskdomain.zendesk.com/api/v2/tickets/update_many.json?ids={{ticket.ticket_field_900012010626}}

Where "myzendeskdomain" is the name of your Zendesk instance, and "900012010626" is the ID of the ticket field that you copied from Step 1. 

c) Now set the Request method to PUT.

d) Request format should be JSON

e) Set Authentication to Basic authentication.

f) Put in your username and password for Zendesk. 

 

Note: If you're using SSO on your desk, you will not be able to use your regular username and password. Instead, you will need to enter your username with /token at the end like this: peter@sweethawk.co/token and for the password, you will need to generate an API token - see here for more.

Finally, click on Create at the bottom like this:

Zendesk_Admin_Center.jpg

 


 

Step 4: Create trigger. 

To create a Zendesk trigger, first, click on the cog on the left of the screen, then on Triggers, then on Add field at the top right like this: 

SweetHawk__-_Agent.jpg

Now give it the name like "Pass data to sub-tickets" and under Meet ALL of the following conditions add the rules... 

Ticket - Is - Updated

Send data to tickets - Is - Checked

...like this:

SweetHawk__-_Agent.jpg

Then under Actions set the rules...

Send data to tickets - Unchecked

Notify active webhook - Update many (from ticket field)

Inside the JSON body you can insert the code: 

{
"ticket": {
"comment": { "body": "Comment from parent: {{ticket.id}} - {{ticket.latest_comment}}", "public": true }
}
}

This will simply push through the last comment made on the parent. However, you can send through whatever information you like such as custom field data, assignee, priority etc. For more ideas, have a look at the examples in this article

Now click on Create at the bottom. 

 


 

Finally, you can test that this works by creating a ticket, then in the Zendesk Tasks app create a few sub tickets, then copy the ticket ID's you want into the ticket field called "Ticket IDs to be sent data"

IMPORTANT: Make sure you separate the IDs with commas like this

Then check the box called "Send data to ticket" and click to Submit at the bottom right of the ticket to see what happens.

 


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