Using custom ticket fields in business rules and views

Return to top


  • Lester Madden

    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.  

  • Richard Pixel

    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 :(

  • Dainne Lucena
    Zendesk Customer Care
    Hello Richard‍ & Lester,
    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 [].
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
    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.
  • Dave Symonds

    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?

  • Justin Rader

    Yes, that and being able to tell if a Text field has text or not would be super helpful. 

  • Damien Messé

    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 ?

  • Dane
    Zendesk Engineering
    Hi All,
    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.
  • Kathrin Lemberg

    I would also like to use a custom field as condition in a trigger - we currently use a text field and i want to create a condition depenting on used words or strings.


Please sign in to leave a comment.

Powered by Zendesk