Understanding tags and ticket fields

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7 Comments

  • Matt Hoffman

    Remember, conclusions to Help Center articles are important. Without them, you'll never be able to fully understand the weight of tag/ticket field interactions.

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  • Diego Bazin

    Hello guys,

    I would like to know how the selection of a field option can add a ticket field on the user's request apparently thanks to tags but I don't understand how. 

    Many thanks!! 

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  • Terry

    @diego

     

    Sounds like there might be a little confusion. You can use a tag to set a ticket field from a trigger or an end-users profile.

    For example, if a ticket is submitted and a user has the tag "vip" on their profile, on submission this tag is added to the ticket. If a dropdown field option has a tag of "vip" then this field would be selected based on the presence of the tag from the users profile.

    Let me know if that makes sense!

    Terry 

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  • Ian Morgan

    Can we populate a custom text box in organisation with a tag value. We are passing customer information from our CRM which creates a customers support expiry date as a tag. We would like to take the value of this tag and put it in a text box using a trigger. Is this possible?

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  • Brett - Community Manager

    Hey Ian,

    You may be able to set this up using a trigger since Organizational Text Fields do show up as a trigger action. Screenshot for you below:

    That being said, if you want the text field to contain the exact value of the tag that is being applied then that could be trickier since there's no action to copy one field value over to another. 

    You may need to look into External Targets  or our API to accomplish exactly what you're looking for. 

    Hope this helps!

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  • Ian Morgan

    Hey Brett

    Thank you for your reply. As you suspect I wanted to take the exact value of the tag. So for example the SugarCRM sends the expiry date 19_02_2019 which I would want to take and put in a 'Support Expiry Date' text box for our agent to be able to easily see whether the customer had current support cover. If it is due to expire the agent could advise them it was nearly due.

    I am not sure how the external targets would help as that appears to be sending out of Zendesk but the API might be the answer. Might be a little above my skill set but I'll see what can be done. 

    Many thanks

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  • Brett - Community Manager

    Happy to have hopefully pointed you in the right direction Ian :)

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