Can I add custom ticket field values to email notifications?

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22 Comments

  • Deidre Jones

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

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  • Jessie Schutz
    Zendesk team member

    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!

    0
  • Vladan Jovic
    Community Moderator

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

     

     

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  • Chris Bulin
    Community Moderator

    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

    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!
    1
  • Chris Bulin
    Community Moderator

    Thanks Gretchen!

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  • Jimmy Rufo

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

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  • Jon Daniels
    Zendesk Customer Advocate

    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

    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 Bowser
    Zendesk Community Team

    Hi Leonardo,

    Check out my response to your post here.

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  • Leonardo

    Hi Brett

     

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

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help Leonardo :)

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  • Anurag Reddy

    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
    Zendesk Community Team

    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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  • Larry Goldstein

    Hi,

     

    I tried adding a custom field to an email notification using the following format from this thread.

    Example:

    For the custom field ID number: 27294625 you will use this placeholder: {{ticket.ticket_field_27294625}}

    The content in the email displayed the Tag value for the custom field not the Field Value, which is what I wanted displayed. 

    How do I get it to display the Field Value and not the Tag value.

    Thanks,

    -Larry

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  • Larry Goldstein

    Another issue we're having is that when we create a macro to send an email to our customer, we include the Add CC field, but list of names available for that field is only internal agents from our company. We want to include in the CC external end-users who are the people at our customer who need to be copied on these tickets.

    Thanks,

    -Larry

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Larry Goldstein,

    For getting it to display the Field Value and not the Tag value, I would recommend using {{ticket.ticket_field_option_title_27294625}}. As for your second question, that is something that isn't natively possible since you can't ass external email into the CC field. 

    Best regards. 

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  • Daniel Conway

    I'm attempting this, but without success... see below. Any help?

    The email doesn't include any of the field values or titles...

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  • McCabe Tonna
    Community Moderator

    @daniel conway

    what kind of fields are these?

     

    For text fields:

    {{ticket.ticket_field_505156}}

    for dropdown:

    {{ticket.ticket_field_option_title_515416}}
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  • Daniel Conway

    They're dropdown fields! It looks like I'm using the correct one, no?

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  • Heather Rommel
    Community Moderator

    Hi Daniel,

    That looks right to me.... The email is coming through, right? The ticket fields should be wayy at the bottom under all the comments if I'm reading your trigger right. Can you remove the {{tickets.comments_formatted}} and see what you get? I'm just wondering if there's some sort of cutoff for longer emails in your email client.

    Also double check that the field IDs are correct and filled out on the ticket you're trying out.  For example, open a browser and go to

    https://YOUR_ZENDESK_SUBDOMAIN.zendesk.com/api/v2/tickets/TICKET_NUMBER.json

    And find search for the field. If it says "null" then the field has no data and hence won't populate...

     

    Thanks,

    Heather

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  • Dan Cooper
    Community Moderator

    These are long shots, but do you happen to have multiple triggers and one of them doesn’t have these fields?  Or are you viewing from an address that is a restricted agent?

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