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API Update & Conditional Ticket Fields

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Alex Hooper

Gepostet 14. Apr. 2021

We're trying to update ticket fields via API. However, we're getting an error because there's a conditional ticket field (required to solve), which we're not inputting a value into during that API push. Since that ticket field requires a value to solve, it rejects the updates. I've seen this scenario when trying to do bulk updates. Is there a way to update via API and avoid this error?

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    Sabra

    Zendesk Customer Care

    Hey Alex! If you have a ticket field that is "Required to solve a ticket", and you are updating that ticket status to "solved" via the API, you will also need to send a value for that ticket field. Alternative options would be to not "solve" the ticket with your API call, or you could look at adjusting the requirements of that ticket field if it doesn't currently match your business needs: Making conditional ticket fields required.

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