Can I add custom ticket field values to email notifications?

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14 Comments

  • Deidre Jones
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    How do I find the field ID for system fields. Looking for Subject field id

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  • Jessie Schutz
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    Hi Deidre!

    Numerical field IDs are only given to custom ticket fields. If you tell me more about what you're working on, I might be able to help you figure out where to find what you need!

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  • Vladan Jovic
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    I'm wondering if there a way to put custom user (requester) field values into a ticket?

     

     

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  • Chris Bulin
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    I've added a ticket field (a checkbox) to our auto response in our sandbox, but when I send it to a test account, there is no field showing to the end user. 

    Am I missing something?

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  • Gretchen Ladd
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    Hey Chris! The process is a bit different for custom checkbox fields.

    You can use placeholders in combination with Liquid markup to verify if a checkbox has been selected on a ticket and provide customized output based on the checkbox status (checked, or not checked).

    When you use Liquid markup if/else/case statements for checkbox custom ticket fields, keep in mind that the checkbox field has a value of 0 or 1, not false or true. For example:
     
    {% if ticket.ticket_field_(field_id) contains ‘0’ %}
    checkbox is unchecked
    {% else %}
    checkbox is checked
    {% endif %}
     
    Where you can replace the "checkbox is unchecked/checked" text with whatever text you would like to be displayed.
     
    Hope this helps!
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  • Chris Bulin
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    Thanks Gretchen!

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  • Jimmy Rufo
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    Would adding this to notifications make the field value visible to all recipients, or just agents?

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  • Jon Daniels
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    Hey, Jimmy!

    Adding this will display the value to anyone who can see the public comment (including end-users, if they are on the communication), as the value is rendered in text when the agent submits the macro comment.

    Hope this helps!

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  • Leonardo
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    Hi, can I ask a user to add/assign custom ticket field values to email notifications rather than from the ticket form?

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  • Brett - Community Manager
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    Hi Leonardo,

    Check out my response to your post here.

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  • Leonardo
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    Hi Brett

     

    Awesome, thx for explaining, I'll take a look at the article you mentioned.

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  • Brett - Community Manager
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    Happy to help Leonardo :)

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  • Anurag Reddy
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    Hello Nicole,

    Can I fetch text from the Email subject or (tags from an end-user) and add it to a custom field?

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  • Devan - Community Manager
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    Hello Anurag Reddy,

    The ability to fetch text from the email subject and add it to a custom field is currently not possible as a feature. Using a Notify Targets back at your own Zendesk account is a possible workaround but something we don't typically recommend due to this sometimes proving problematic, but I've gone ahead and linked an article that should help with this workaround.

    Notifying external targets

    Best regards. 

     

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