Understanding custom ticket fields in business rules and views

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7 Comments

  • Jessie - Community Manager

    Hey Scott!

    The options that are going to be available to you will vary depending on what type of field it is. What type of ticket field are you working with here?

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  • Jessie - Community Manager

    Hey Scott! Thanks for clarifying!

    A text field should give you the following options: Is, Is not, Present, Not present, Contains at least one of the following words, Contains none of the following words.

    So you should be able to test for a specific word or string. 

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  • Nicole - Community Manager

    Hey Scott - 

    I'm not sure why those options aren't showing up for you; I'm going to create a ticket to see if we can troubleshoot this better for you. Look for an email from us shortly!

     

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  • Emily P.

    Hi Scott!

    Great question!! When utilizing the custom ticket fields, you have the choice of drop-down list, text, multi-line text, numeric, decimal, checkbox, date, and regular expression. Each one of these field types has different options available in the trigger conditions area.

    For example the “checkbox” has the condition (Checkbox) > is > Check/Unchecked. 

    Compared to a decimal field would be (Decimal) > Present/Not present. All the different options have different conditions. 

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  • Christopher C.

    Hello,

    Some of my ticket tags are being overwritten when tickets with the tag "answered_call" are moved to an email ticket for example. How to I make my ticket tags permanent with each ticket? 

     

    Chris

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  • Heather R

    Hi Christopher, That doesn't sound right! Tags don't get removed or overwritten unless:

    1. you have a trigger or automation to remove them in certain circumstances

    2. the tag "answered_call" is attributed to a drop down field that CHANGES to another choice in the dropdown when your scenario occurs.  

    So, you may need to look at which one of these is happening on your ticket (look at the ticket events) and make changes to your fields/tags as needed. Remember, though, that any changes you make could affect reporting.

    Also, if you have a Talk account (not sure which phone app you're using), the ticket should get tagged with "phone" or something similar - just an FYI.

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  • Nicole - Community Manager

    Heather responded:

    Heather R
    Friday at 07:57
    Hi Christopher, That doesn't sound right! Tags don't get removed or overwritten unless:

    1. you have a trigger or automation to remove them in certain circumstances

    2. the tag "answered_call" is attributed to a drop down field that CHANGES to another choice in the dropdown when your >scenario occurs.

    So, you may need to look at which one of these is happening on your ticket (look at the ticket events) and make changes to >your fields/tags as needed. Remember, though, that any changes you make could affect reporting.

    Also, if you have a Talk account (not sure which phone app you're using), the ticket should get tagged with "phone" or >something similar - just an FYI.

    0

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