Autocreate a tag in Zendesk when Exalate

General Questions
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1

Originally asked by Maarten Wildeman on 09 July 2021 (original question)

Hi,

I want to autocreate a tag in the Zendesk ticket when i Exalate the ticket.

This way i can filter on the tag and create a view with al my Exalated tickets.

Any idea how to do this?

Hope someone can help!

Cheers,

Maarten

2

Answer by Andrii Markov on 22 July 2021

Hi Maarten Wildeman ,

We apologise for such a delay.

However, I would like to ask you if you inspected this document of creating tags in Zendesk?

https://docs.idalko.com/exalate/display/ED/How+to+sync+issue+labels+in+Zendesk

Kind Regards,
Andrii

Comments:

Maarten Wildeman commented on 23 July 2021

Hi Andrii,

Yes i did.

I want a new tag to be created when i Exalate an issie. Your solution describes already made tags/labels.

So i have a Zendesk ticket, i push the Exalate button and the a new tag is being created.

The Zendesk-Jira app does this, it creates a JIRA_Escalated tag so people can filter on that.

Cheers.
Maarten

Francis Martens (Exalate) commented on 23 July 2021

Hi Maarten,

There are different approaches

  • Use the tag to select the issues that need to be exalated.
    This is being used by other customers who have a dropdown box which sets a tag. This tag triggers the exalate
  • Use a syncback on the destination
    (Check documentation here)
    The syncback will send a message back from the destination to zendesk.
    The incoming sync can then be used to set any field (such as a customfield containing the issue key)