How can I reset drop-down field values for follow-up tickets?

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45 Comments

  • Andrew J
    Community Moderator

    Naomi, there is an option for 'Remove Tags' I think. Can you test that?
    Set a trigger, ticket is created, channel is closed ticket, action is remove tags "your tags".
    Just test with 2 tags or so to confirm that everything works as expected and fields are reset. If it works, it should be reasonable to enter the list of 50 tags which you can then add to as required.
    Let me know.

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  • Naomi Watnick

    Thanks, Andrew J - Unfortunately, we need to keep all the rest of the existing fields set in the ticket.  We have done a workaround by creating a "false" option in the multi-select field that is only set during follow-up ticket creations.  It's a workaround that I'd prefer not to utilize, but it works for now.

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  • Andrew J
    Community Moderator

    Naomi, leaving the other fields in tact is the point here. This will only remove specific tags, and therefore affect specific fields.

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  • Naomi Watnick

    Unfortunately, the list of available options in this multi-select drop-down is over 50 and is ever growing.  This would not be a scalable workaround, either.

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  • Darylle

    Can you reset the CSAT field for follow-up tickets? The follow-up may be for a completely different concern but it already inherited the initial ticket's CSAT.

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  • McCabe Tonna
    Community Moderator

    Darylle,

    I just checked - a followup ticket will not inherit the CSAT of the initial ticket

    Satisfaction will be: Unoffered

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  • Sara Ledger

    I agree with Naomi's comment: https://support.zendesk.com/hc/en-us/articles/206233498/comments/360005506834 

    We have a list of over 100 tags and this will not work as a work around for us when we need to leave certain tags on and remove others, especially when we cannot easily obtain a list of all existing tags in Zendesk.

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  • Dave Dyson
    Zendesk Community Team

    Hi Naomi Watnick & Sara Ledger -

    Thanks for this feedback – the best way to ensure that our product team see this would be to create a post in our Product Feedback forum: Feedback on Support. It's especially useful if you can check our guidelines, and add as much detail as you can on the nature and impact of the problem: Product feedback guidelines & how to write a good feedback post

    (I've already searched the forum and I don't see any feedback posts that talk about this, so you can skip that step at least)

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  • Matthew Feczko

    Agreed, we have the exact same issue. We're using a multi-select field as a way to track macros (each macro used, we turn on that value, so we know which tickets use which macros). But when a follow-up is created, we want to remove all of the macros tracked tags.

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  • Matthew Feczko

    Andrew J how would you do it using an http target? Could you explain that? I'm quite keen to do this as well!

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  • Andrew J
    Community Moderator

    Matthew, what specifically are you wanting to achieve?

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  • Matthew Feczko

    Hi Andrew J,

    Because there's no way to track macro usage within Zendesk, we've come up with a way where we use a multi-select field and put in a value for each macro in the system with the tag being the ID of the macro (so something like m_367589749083 for an ID for Macro 1). The field is then hidden from the form, but activates (and value is set) when Macro 1 is used. Thus if a ticket has had 3 macros on it, Macro 1, 2, and 3, then we can track that easily.

    However, if the ticket is closed and a follow-up is open, we want to clear those tags, and essentially clear that whole multi-select value because it's as if it's a new ticket and no macros have been used.

    How can I clear that field when a follow-up is created?

    Thanks!

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  • Austin K
    Zendesk Customer Advocate

    Hey there Matthew Feczko,

    Andrew might have some other suggestions in mind, but if it's cool with you, I'd be happy to chime in as well! 2 big options come to mind here:

    1. Safer, native method (but more tedious): Setting up a trigger with a condition of "Channel > Is > Closed Ticket", where you could apply an action of "Remove tags" and then type out every tag that your multi-select field uses.  Depending on how many values your field has, that might get a bit wild.

    2. The non-supported method: Using an HTTP target just like you mentioned earlier.  The reason we can't officially support this method is due to the risk of race conditions but, still very much possible if you choose to go this route.  You'd want to set up an HTTP target to point towards https://yoursubdomain.zendesk.com/api/v2/{{ticket.id}}.json using a PUT method. 

    From there, that's where you can set up a trigger with the same condition of "Channel > Is > Closed Ticket" along with something like "Your multiselect field here > Present", so that this trigger only fires if your multi-select field has some kind of value already applied.

    Lastly, this is where you could set up a trigger action of "Notify target > your HTTP target here", where you'd use a payload like this to clear out your multi-select field:

    {
    "ticket": {
    "custom_fields": [
    {
    "id": yourmultiselectfieldIDhere,
    "value": null
    }]}}

    Hope this helps!

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  • Sara Ledger

    https://support.zendesk.com/hc/en-us/community/posts/4407468237338-Reset-Ticket-Field-Values-for-Follow-Up-Tickets has been created as feedback to this question.

    Thank you Dave Dyson

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  • Dave Dyson
    Zendesk Community Team

    Thanks, Sara Ledger!

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