Can I add a tag to a ticket in order to update a checkbox field?
The answer is no, the checkbox field is not designed to work in this way.
Custom fields are designed slightly differently, based on their values and serving different use cases. A checkbox is a boolean - which means its value is either
false but it is never
null. When a drop-down field has no value (
null) you can set a value using a tag. However, checkboxes don't have a
null value, so you can't use tags to modify their setting.
Additionally, if you submit a ticket update through the UI, the update is submitting the entire form. This means that the value of the custom field and the tags are being passed to the back end and Zendesk will take the value of the field as it was submitted over that of the tags. This is why, if you just add the tag, it will be removed as the checkbox field has not been selected.