How do I pass custom ticket values to a trigger?

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8 Comments

  • Kyle Davis

    I tried this on a trigger that emails the admins of a ticket created. We came up with a way to "Temp Assigned" and keep the case new until the agent works the case. So, I created a custom Field for 'Temp Assigned" and put each agents name in there. However, when I put the custom field info into a trigger email, it does not include the field at all. I put in the same as what you have as the sample but replaced the field ID with what the Field ID i see in our system, but it still doesn't go.

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  • Brett Bowser
    Zendesk Community Team

    Hey Kyle,

    Any chance you could provide a screenshot of the trigger you've set up so I can take a look for you? Additionally, if this email is sent to an end-user, you'll want to make sure the ticket field is visible and editable to end-users by navigating to Admin>Manage>Ticket Fields.

    Hope to hear from you soon!

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  • Kyle Davis

    Hi Brett,

     

    Here is what I have. and yes, the ticket field is editible by the agents. Does it have to be editing/visible for the end-user, not just the agents?

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  • Ed McGough

    Brett Bowser Kyle Davis Were you able to get this to work?  I am testing the same scenario, have created a "testField" and have set exactly what's specified in this article and am unable to get the information to populate.

    Further, would this extend to ticket.requestor custom fields as well?  Is that possible

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  • Kyle Davis

    Hi, Ed McGough

     

    I so far have not been able to get it to work. I have changed the formatting and a few other things and it will not pass the value over

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  • Brett Bowser
    Zendesk Community Team

    Hey Ed,

    Who are you trying to display this field value to? For end-users, you'd need to make sure the field is visible and editable to end-users for it to display in the email notification.

    Any chance you could also provide a screenshot of the trigger you referenced?

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  • Brett Bowser
    Zendesk Community Team

    Hey Kyle,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this for you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Ed McGough

    Brett Bowser see below

     

    And the associated Trigger calling the field.

     

     

    Also, is it possible to grab custom fields from ticket.requestor...maybe {ticket.requester.custom_fields_{field_id}}

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