Aliases in ticket automation for ticket info
Would be very helpful to be able to pull information from a ticket (Specifically the ticket firing the event) so that we can use that information in the ticket automations we create.
For example, let's say a ticket belongs to a Mr. Johnny Johnerson
Ticket automation says that when a ticket's issue type is set to Software, post to slack.
An alias such as "%customername%" is used when typing the message, but is replaced with Johnny Johnerson when posted to Slack. This would give us the ability to post something like this to Slack.
"-- NEW TICKET --
Name: %customername%
Phone: %customerphone%
Issue: %ticketdetails%
Click here for more: %ticketurl%"
and have it auto-populate with the information in the ticket.
Jaydin
shared this idea
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Jaydin
commented
Was unaware these worked outside of the template. Thank you very much!
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AdminDeveloper
(Admin, RepairShopr)
commented
You can use all the tags available for the ticket template.
Go to /templates/ticket, click 'Edit Ticket Template' and you will see the list.
e.g.
{{customer_name}}, {{ticket_problem}}, {{ticket_subject}}