Automatically replacing strings with pre-defined link?

Hey there,

my company wants to use a new helpdesk and Zammad looks great. However in order to actually save us time I believe it is vital for us to not have to look for user info too much.

We’re mostly working with Amazon and Ebay. It would be great if there was a way to integrate it so that we have the order information on the Zammad user interface.

For Amazon for example the order number always has this format: XXX-XXXXXXX-XXXXXXX for e.g. 304-5003847-0973141

Is there a way to setup Zammad so it recognizes that number then either puts that in a ticket field or replaces it with a link?

In this example the e-mail would come in, be turned into a ticket. Zammad checks for pre-defined numbers then replaces them with a clickable link. The link would be https://sellercentral.amazon.de/hz/orders/details?_encoding=UTF8&orderId=[IDfromtickethere]

This feature could be used for many applications in my view.

Thank you

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