Hi, newbie here.
We want to add a field that is meant to hold a numerical value which is to be used for sorting in views. We want to own the algorithm that populates that field, and the field should get updated throughout the lifecycle of a ticket.
Some example lifecycle events:
- Ticket created: field gets set based on customer data, eg. SLA level, Category, and Priority
- Ticket gets updated (by agent or customer): Further fields get calculated, eg. Urgency, Severity, ticket age
At each "Create" or "Update" event, we want the numerical field to get updated.
My current idea is to create an API endpoint that takes the ticket fields and returns a number. We would build this in an external app that would facilitate changing the rules for calculating the number on the fly.
All I want my Zendesk App to do is to call this API every time a "Create" or "Update" event happens to a ticket, sending the current values of the ticket fields, and to update a hidden field with the returned number.
Any suggestions on how to achieve that?
Please sign in to leave a comment.