Zendesk – Parsing subject using regular expressions

How can it be achieved inside Zendesk to parse a Zendesk subject or ticket descriptions using regular expression and store the content in a custom field?


  • Parse a customer ID and store it in a custom field i.e. #CUST123
  • Parse a order ID and store it in a custom field i.e #2019-O112233

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This video shows how subject content in Zendesk will be parsed when a new ticket gets created


We have built a middleware/API that does exactly that. It makes use of regular-expressions, so every format you need is possible.
The desired parsing action will be pushed to our Zendesk AddOn API and the required custom field will be updated.

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