Understanding custom ticket fields in business rules and views

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8 Comments

  • Jessie Schutz

    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 Schutz

    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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  • 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.

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  • Milo Convery

    Hello!

    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. 

    Thanks! 

    Milo 

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  • Brett - Community Manager

    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 :)

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