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Can I add custom ticket field values to email notifications?



Edited Jan 24, 2024


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11 comments

Hi Team, Is it possible to include an example of how to set up a trigger for the email notification and the end results, with screenshots. I am a visual person so this would help quite a lot as I am having difficulties picturing how to set it up.
So my scenario, when a customer completes a 'Submit a Request' from from the Help Centre, I want the ticket fields to populate in the body of the support ticket, not just the left panel. It was suggested that placeholders could do this and according to this article I will need to set up a trigger to do this. Will this work for what I am trying to achieve?
I have a feeling not, as it seems it is only sending an email notification to an agent or group, not actually populating information into the ticket itself created via the request form.

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Dane

Zendesk Engineering

shelley,

You are correct, triggers does not have the capability to update/create comments on a ticket.

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

shelley

Actually, you can, it just takes a few extra steps. The process is described here.

Basically, you create an API key

Create a Webhook target named Auto Private Comment

Create a trigger and add the text you want, I believe the placeholders should work.

 

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Rudolph

Zendesk Luminary

shelley - The trick Heather Rommel links to is super powerful, but I'd caution against using it in automations because of race conditions. We sporadically lost data for a bit because an automation using the above trick was racing with another automation that sent data to Looker. Only one of the two automations would sporadically work each time they simultaneously fired.

I assume the risk still exists with triggers, but you have more control over ensuring the trigger doesn't race with other business rules that use APIs.

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Is it possible at all to do this with Dropdown fields? From what I can see it displays the unique tag but not the customer facing text.

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Gabriel Manlapig

Zendesk Customer Care

Hi Kevin,
 
Yes, this is possible! To display customer facing text or name associated with the drop-down fields, you will need to use this placeholder ticket.ticket_field_option_title_<field ID number>
 
For reference, please see the behavior below:
  • "ticket.ticket_field_<field ID number>" displays the Tag associated with the field option
  • "ticket.ticket_field_option_title_<field ID number>" displays the Label/Name associated with the field option
I hope this helps! Thank you!
 

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Can I increment a custom field that is a number in a trigger action?

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Dane

Zendesk Engineering

Hi Dave,

For custom fields, decimal or number type, it can be used in trigger conditions and actions like the one below.
 

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hi, is there a placeholder that we can use for associating a checkbox value in a notification? Right now, we use  {{ticket.ticket_field_valueid}} which shows in the notification as a value:

 

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Paolo

Zendesk Engineering

Hi Adam,
 
It seems that you are using the correct format. For now, the placeholder{{ticket.ticket_field_id}}is the placeholder for custom checkbox. More information here: Using placeholders for a checkbox custom field.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Thanks Paolo , is there a field that would generate yes/no values in notifications rather than 0?

 

-Adam

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