It would be nice to be able to pass Assignee Email over Custom Action so that we can update data fields in 3rd party systems. This would allow us to do a look up in systems like Jira or Salesforce to make updates appear from the correct user. Example: I send Assignee Email over when creating a ticket in Jira. In Jira, I create an automation that looks for a user with the same email and updates the Reporter to be that user.
Submitted
Send Assignee Email through Custom Actions
+1Hi
agree with you
+7Hey
You can certainly achieve that with workflows, you just need to create a custom conversation attribute (Assignee Email) and at the same point in workflow where you assign it to a teammate you use “Set conversation data” and select attribute and manually enter the email address.
Then follow it up with Custom action that will use that conversation data (it can be found in API documentation under Conversations > custom_attributes).
This should do the trick :)
Hope it help, cheers!
+7
- You create conversation attribute (i.e. Assignee Email)
- Then you go to workflows, I assume you already have one that is used to assign to a specific teammate.
- In that workflow, alongside the assignment step, add one more step using “Set conversation data” option. And manually, just once, while you are defining this, add the email address that will be the value for “Assignee Email” conversation attribute.
- Then you can use Custom actions with this Conversation data.
In case you assign to a team and then use team rules (round robin or balanced assignment) then you can create another workflow that will be triggered only when there is someone assigned to the conversation.
If you are still not sure, I can jump on a quick call with you. Message me.
Cheers,
Milan
Ah I see where we got our wires crossed. These are for tickets. You cannot set conversation attributes when a ticket is the trigger. And the “when a conversation is assigned” trigger doesn’t work for tickets. There is a lot of work that needs to be done on the Tickets side of the house to catch up with conversations unfortunately.
+7
Create Ticket Assignee Email conversation attribute:
Create a workflow that will trigger when ticket is created (and perhaps assigned). Add branching based on ticked assignee ID (which is the name of the teammate). Then when that branch rule is met, you need to set the conversation data for your “Ticket Assignee Email”:
And you will do it by mapping out each Assignee ID to manually defined email.
And then you can use Custom action with that attribute… So at the end it can be something like this:
More or less, that should work, perhaps you want to change some trigger rules… I would need more context if there is something else, specific.
Cheers!
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOor
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.