Example Workflow - Extracting the Order Number using Parsing Rules for a Structured Value – Swifteq Ltd

In this example, a Workflow is set up for Ticket Parser Autofill to do the following:

Extract the Order Number from either the Ticket Subject or the First Customer Message in a new ticket using parsing rules to look for and extract a structured value, and add this to a Custom Field Order Number.

For general information on setting up Workflows, refer to Setting up the Ticket Parser Autofill Workflows.

In this Article
Creating the Custom Field
Creating the Workflow
Name and Trigger
Creating the Rules for Parse and Extract
Choosing how to Update the Ticket with the Extracted Value
Enabling the Workflow and Save
Opening the Trigger that is Created
How the Workflow Extracts the Order Number from the Ticket and Updates the Custom Field

Creating the Custom Field

If needed, create the Custom Field for the Ticket. In this example, the extracted value will be added to the Custom Field Order Number.

Tip: Ensure that the format of the Custom Field is set up to accept the value that is extracted. In this example, Order Number is extracted as letters and digits, so the Custom Field needs to be set up in the Admin Center with the Field Type of "Text".

Creating the Workflow

The following is a summary of how to set up the Workflow for this example.

Name and Trigger

Name

Enter the Name, for example, Extract Order Number

Trigger

This selects the Zendesk Trigger to use, and whether this is when the ticket is Created or Updated. For this example, the workflow is for when a ticket is Created.

You can select When a ticket is created (new Trigger) to create a new Trigger. You can also select an existing Trigger that has already been set up for a Ticket Parser Autofill Workflow for a when a ticket is created. For details on this, refer to Trigger in Setting up the Ticket Parser Autofill Workflows.

Creating the Rules for Parse and Extract

Create the parsing rules which determine how you want to extract the value from the tickets.

Click Add parsed value to open the Rule to extract a value from text section on the right-hand side.

Extract a value from the text in these ticket fields	You can select one or more of these ticket fields. In this example, select both Ticket Subject and First Customer Message.
How to extract the value	In this example, select Use a Pattern to match the value.
Use the following pattern to match and extract the value	Enter the pattern of the Value to extract. As part of the pattern, you can also enter a phrase that is included before or after the value, that is used to match the value but is not included in what is extracted. In this example, the Value to extract is specified as A Sequence of Letters or Digits. The text "BT" is entered as the starting text. Then a sequence of is selected as "Digits" Between is set as "5" and "15" characters long. For full details, refer to Use a Pattern to match the value in Setting up the Ticket Parser Autofill Workflows.
Test the Pattern	When you have entered the pattern, you can use the Test option to check the pattern is working as expected. Enter the text to test the pattern and click Test. The result of what the pattern would extract displays below.

The following is how this example looks when setting up the Rules in the Workflow and after running the Test.

047 Example Workflow Completed Pattern Rule.gif

Click Submit to close the Rule panel.

Choosing how to Update the Ticket with the Extracted Value

Next, select what to update in the ticket.

Set Custom Field Value

For this example, checkmark Set Custom Field Value.

Then select the Custom Field as Order Number.

The following is how this example looks when the Order Number Custom Field has been selected in the Workflow.

048 Example Workflow Completed Pattern Workflow.gif

Enabling the Workflow and Save

Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.

049 Example Workflow Pattern Enable.gif

The Configuration displays and includes the saved Workflow.

050 Example Workflow Pattern on Configuration.gif

You can open and edit the Workflow at any time from the Ticket Parser Autofill Configuration.

Refer to Editing a Workflow in Enabling and Saving the Workflow, Opening the Zendesk Trigger, Editing, Disabling or Deleting a Workflow.

Opening the Trigger that is Created

This example Workflow was configured by selecting When a ticket is created (new Trigger). When the Workflow is saved, this automatically creates a Zendesk Trigger in your Zendesk Admin Center.

There are no changes needed to the Trigger for this example. If you want to check it, you can open the trigger in your Zendesk Admin Center directly from the Workflow by clicking View Trigger.

Refer to Opening and Editing the Swifteq Trigger Created in your Zendesk Admin Center.

How the Workflow Extracts the Order Number from the Ticket and Updates the Custom Field

The following is an example of how this Workflow uses the structured pattern in the parsing rule to extract the Order Number from the ticket and updates the Custom Field.

This is an example of the email that is sent by the customer. They have said in the message in the email that the order number is BT8881250.

050 Example Workflow with Pattern Email Sent.gif

The email arrives and creates a ticket.

When the ticket is opened, the Workflow triggers and extract the Order Number from the message and adds this to the Order Number Custom Field with the text BT8881250.

051 Example Workflow with Pattern Ticket Updated.gif

Note: When you have set up this Workflow, you can set up another Workflow that will trigger when the ticket is updated so that the Order Number Custom Field can be updated if the customer includes the Order Number in a later message. This would be set up to extract from the Last Customer Message or Any Customer Message.