Understanding custom ticket fields in business rules and views

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  • Christopher C.


    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? 



  • Heather Rommel
    Community Moderator

    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.

  • Milo Convery


    I am not sure this is the right place to ask this question but I cannot find a better thread. 

    In my business we have multiple teams/brands within the same instance. Each brand is presenting bespoke ticket forms to our end-users however we are running into the issue that we cannot have the same values in different ticket fields. 

    For example: I want to ask 'Do you have an order' and the choices should be 'Yes, No'

    Another brand wants to ask: 'Are you travelling today' and the choices should also be 'Yes, No'

    However the second brand cannot use the same values in there fields because I have already taken these. Is there any workaround for this at all? This is just an example as we have many ticket fields that require some of the same words (that can be very business specific) so we cannot use similar words as a workaround. 



  • Brett Bowser
    Zendesk Community Team

    Hi Milo,

    If I'm understanding you correctly, it sounds like your ticket fields are using the same tag (assuming you're using drop-down fields). If that's the case, you should be able to use the same drop-down value but you'll just need to change the tag associated with that drop-down value.

    For example, Do you have an order would have Yes as the drop-down value and the tag associated with that value could be yes_1. For Are you traveling today your Yes value would have the tag yes_2 and so on.

    You can find out more information in the following Support Tip as well: Understanding tags and ticket fields

    Hope this clears up any confusion :)

  • dxFeed B2C Support

    Hi! I'd like to add a checkbox into Ticket Fields. May I add a link to the title shown to end-users? 

    For instance: I do agree with <Privacy Policies - link to the policy text>


    - Alex


  • Devan - Community Manager
    Zendesk Community Team

    Hello dxFeed B2C Support,

    This article linked below should help you in setting up the custom fields you discussed in your ticket fields. Let us know if you have any questions and have a great day.

    Adding Custom Ticket Fields to your Tickets

    Best regards. 

  • Sean Kearns

    Our users submit via ZD forms.  Locations are a hierarchical drop-down list, broken out by Bizdiv::Province::City  etc...   How do i query field contents as a trigger condition upon form submission? So if a field contains specific chars then fire the trigger.


    Thanks for being Awesome!

  • Ben Van Iten
    Zendesk Community Team

    Hi Sean Kearns,

    So if you have a dropdown field, you should be able to find trigger conditions that match these:

    So for instance in this example, if someone selected the shirt size medium maybe an action on the trigger would be that a tag was applied to a ticket or it was assigned to a certain user.

    However it's possible I'm misunderstanding you. Please let me know if I can make this more clear!

  • Sean Kearns

    Hi Ben,

    Thanks for the reply.  I'm looking for a Like expression.  Example is, "Size" Like "Size::L".  I'm looking to trigger an action for all such matches.

  • Ben Van Iten
    Zendesk Community Team

    Hi Sean,

    So what you might want to do is the Meet Any Conditions of the trigger.

    The Meet Any conditions could lump in a variety of sizes. So the trigger could fire when all of the ALL conditions are true, and then on top of that one of the any conditions would be true. For an example the All conditions could be 

    "Ticket is updated"
    "Status is less than solved"

    Then for the any conditions it could be:

    "Size is small"
    "Size is medium"
    "Size is large" 

    Does that make sense or am I misunderstanding you?

  • Carlos Santos

    Does anyone else find this really odd?

    "The sort order of custom-field columns in views is by the underlying tags used for the custom field"

    I'd say most use cases require ticket views ordered by title and not by their corresponding tag.



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