Custom ticket fields, while incredibly useful, are not equally available as conditions across business rules and views. This article explains which custom field types and conditions you can use in business rules and views, and how to use them.
Permitted business rules and view conditions
The following business rules and views conditions are permitted for the respective custom field types.
| Custom field type | Trigger conditions | Automation conditions | SLA conditions | View conditions |
|---|---|---|---|---|
| Drop-down |
Includes all drop down values |
Includes all drop down values |
Includes all drop down values |
Includes all drop down values |
| Multi-select |
|
|
|
|
| Text |
|
Not available | Not available | Not available |
| Multi-line |
|
Not available | Not available | Not available |
| Number |
|
Not available | Not available | Not available |
| Decimal |
|
Not available | Not available | Not available |
| Checkbox |
|
Only available if checkbox is set to add a tag |
|
Only available if checkbox is set to add a tag |
| Date |
|
|
|
|
| Regex |
|
Not available | Not available | Not available |
| Lookup relationship |
Includes all filtered values |
Not available | Not available |
Includes all filtered values |
Is within the previous trigger
or automation condition may not work as expected. See Using a custom date field as a trigger condition and
Using a custom date field as an automation
condition.About custom ticket fields in business rules and views
This section provides more information about individual custom ticket fields and their availability with business rules and views.
Drop-down fields
Custom drop-down field values are available for use across all views and business rules. Drop-down field values have a finite amount of predefined value options. For more information, see Understanding how creating, deactivating, or deleting ticket fields impacts tickets.
When using drop-down fields within conditions, the field will appear as follows:
Multi-select fields
Multi-select fields provide the option to choose multiple values from a list. This can then leverage the values set for the field equally across all business rules and views. You can either select to check for the presence of any value for the field or more granularly for specific values.
For example, checking for the presence of any value:
If you need to check for the presence of a specific value in the multi-select field, you can specify individual field values as conditions.
Lookup relationship fields
Lookup relationship fields provide the option to choose from a filtered list of users, organizations, and tickets in your account. You can add the fields to users, organizations, and tickets to establish relationships with other users, organizations, and tickets. See Understanding lookup relationship fields. You can use lookup relationship fields in the conditions of views and triggers. You can also use them in the actions of triggers to set the values of the fields.
In the following example, the first condition of a trigger is a user lookup relationship field named Support manager.
Text, multi-line text, numeric, and decimal fields
Custom text, mutli-line text, numeric, and decimal fields are only available for use as a condition for triggers. You can only check whether a value is present or not. The actual content of these fields can't be matched with any string or specific words.
Checkbox fields
Checkboxes are available across all business rules and views. For use in automations and views, the checkbox must have a tag. If your checkbox doesn't add a tag when checked, checkboxes won't appear as an option for use in automations and views.
7 Comments
I share Alejandro's pain here.
In my case, a 3rd party system populates a Zendesk form and custom fields. One of those fields is country identifier.
What I was hoping to do is get the country identifier and set the users language so emails are sent out in the right language. I can’t do that with the current implantation.
I can’t change the field to be a dropdown as the backend system is looking for that specific field ID
I realise I am out of luck, but restricting text fields to just Present/Not Present seems like an oversight.
We have the same issue as Lester, but we have revenue fields populated, and calculate the priority via these fields in our current helpdesk, this was a pretty big blow when setting up Zendesk :(
Thanks for your explaining your use-case!
At this time, unfortunately, numeric tickets are limited to the conditions "present" & "not present" in business rules.
I've marked these comments as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post on the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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Also, if you like, I can refer you to our Services team. They can build custom applications and other tools for your Zendesk when native functionality is not meeting your needs.
I will set this ticket to Solved for now, but please don't hesitate to let me know if you have further questions.
Ok - so to confirm, that there a bunch of field type's you cant actually use when building an automation - like numeric? Was there any reasoning behind that and is it likely to be expanded to allow this?
Yes, that and being able to tell if a Text field has text or not would be super helpful.
Hello, I would like to use a date field to apply a priority to a ticket something like :
If date is "today" then priority is High.
This is not possible to select today in the list, very frustrating.
I have selected within the next 1 day but if I select today's date, the trigger is not applied !
Could you please help ?
Is this a normal behavior ?
When using a custom date field as a trigger condition, what does "is within the previous" and "is within the next" do?
Based on the article above, the "is within the next" will count from the time the ticket was updated within the next 24 hours. Hence, if you will use this condition on the same day, it will not work for the next 24 hours will fall on the next day. I have tried to use "is within the previous 24 hours" for it will fall on the selected field date.
You can also check the Deadline APP.
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