Hello, welcome to use the Udesk field push function.

Basic Usage

Step 1: Configure the fields that support push

Log in to the Udesk customer service system administrator account, go to Management Center -> Management -> Field Push, and configure the basic properties.

Step 2: Use field push

Edit the configured fields to trigger the field push function.

Notes

URL Protocol

The field push URL currently only supports links with the HTTPS protocol.

Supported Fields

Ticket custom fields and customer fields. The field push request method is POST.

Data Push Explanation

The Udesk system will listen for changes in the set field values. For text box type fields, the initial value is recorded when the cursor enters, and after losing focus, the value change before and after is compared. If there is a change in value, the field push setting interface is called. For drop-down type custom fields, value changes trigger the field push function.

It can also be set to push fields when there are new sessions in the call center popup and IM.

Push Parameter Explanation

Custom Fields

Parameter Name	Type	Value	Description
TextField_xxx	String	String	Text type custom field
SelectField_xxx	Array	[{value: "0", text: "Beijing"}, {value: "0", text: "Haidian"}]	Array nested JSON

Customer Fields

Parameter Name	Type	Value	Description
nick_name	String	String	Customer name
cellphone	Array	[{content:'159xxxx'},{content:'159xxxx',id:'123'}]	Phone number array, trigger on phone change
email	String	'udesk@udesk.cn'	Trigger on main or secondary email change
other_emails	Array	['udesk@udesk.cn','udesk2@udesk.cn']	Trigger on main or secondary email change
description	String	String	Description
organization_id	String	String	Company ID
tags	String	'tag1,tag2'	Comma-separated tag names
level	String	'normal','vip'	Level
organization	String	'XXXXX Company'	Company name
lang	String		Language
owner_group_id	Number		Owner group ID
owner_id	Number		Owner ID

Ticket Fields

Parameter Name	Type	Value	Description
subject	String		Ticket subject
content	String		Ticket content
customer.open_api_token	String		Customer token
customer.weixin_openid	String		Customer WeChat open ID
customer.weibo_openid	String		Customer Weibo open ID
customer.web_token	String		Customer web token
customer.sdk_token	String		Customer SDK token
customer.email	String		Customer email
customer.cellphone	Array		Customer phone number
assignee_id	Number		Assignee ID
agent_group_id	Number		Agent group ID
priority_id	Number		Priority ID
status_id	Number		Status ID
tags	String		Tags

Other Parameters

These parameters appear under specific circumstances.

Parameter Name	Type	When it appears	Description
phoneNumber	String	Popup	Incoming or outgoing phone number
web_token	String	New session in IM via web
weixins	Array<String>	New session in IM via WeChat
weibos	Array<String>	New session in IM via Weibo
sdk_token	String	New session in IM via SDK
weixin_minis	Array<String>	New session in IM via WeChat Mini Program
conversation_id	Number	Popup
im_sub_session_id	number	New session in IM, client editing in IM workspace
wechat	Json	Current IM session and WeChat public account push information	appid: WeChat official account ID; customer openid
newweibo	Json	Current IM session and Weibo push information	appid: Weibo account ID; customer ID
wechat_minis	Json	Current IM session and WeChat Mini Program push information	appid: Mini Program official account ID; customer openid

Value Sending Example

	//ticket
	{
		ticket:{
			SelectField_xxx:['0','1'],
			subject:'Field Push'
		}
	}


	//customer
	{
		customer:{
			SelectField_xxx:['0','1'],
			cellphones_attributes:['159xxxx','159xxxx']
		},
		phoneNumber: 'xxxxxxx',  // Only in popup
		web_token: 'xxxxxx' // New session in IM via web
		wechat: {
			appid: 'xxxxxx', // WeChat official account ID
			openid: 'xxxxxx' // Customer openid
		},
		newweibo: {
			appid: 'xxxxxx', // Weibo ID
			openid: 'xxxxxx' // Customer ID
		},
		wechat_minis: {
			appid: 'xxxxxx', // Mini Program official account ID
			openid: 'xxxxxx' // Customer openid
		}
	}

Receiving Parameter Explanation

Custom Fields

Parameter Name	Type	Value	Description
TextField_xxx	String	String
SelectField_xxx	Array	['0','1']	Option ID array

Ticket Fields

Parameter Name	Type	Value	Description
subject	String	String	Ticket subject
content	Html	Rich Text	Ticket description
customer_id	Num	Number	Ticket customer ID
priority_id	Num	Number	Priority ID
status_id	Num	Number	Status ID
tags	String	String	Comma-separated tag names
agent_group_id	Num	Number	Agent group ID
assignee_id	Num	Number	Assignee ID, and assignee need to be associated

Customer Fields

Parameter Name	Type	Value	Description
nick_name	String	String	Customer name
cellphones_attributes	Array	['159xxxx','159xxxx']	Phone number array, trigger on phone change
email	String	'udesk@udesk.cn'	Trigger on main or secondary email change
other_emails	Array	['udesk@udesk.cn','udesk2@udesk.cn']	Trigger on main or secondary email change
description	String	String	Description
organization_id	String	String	Company ID
tags	String	'tag1,tag2'	Comma-separated tag names
lang	String	'zh-cn'	Customer language code
owner_group_id	Num	Number	Owner group ID
owner_id	Num	Number	Owner ID
level	String	vip/normal	Customer level

Response Value Example

	{
		code: 1000,  // Success
		error:''     // Error message
		ticket:{
			SelectField_xxx:['0','1'],
			subject:'Field Push'
		}
	}
	{
		code: 1000,   // Success
		error:''     // Error message
		customer:{
			SelectField_xxx:['0','1'],
			cellphones_attributes:['159xxxx','159xxxx']
		}
	}