Question
I added or updated the tag associated with the checkbox field in Admin Center when there are tickets with that particular checkbox field selected.
Zendesk un-checks the box if any of the following is true:
- The next update happens through an automation that modifies the ticket's tags or a tag-based field.
- The next update comes via email, and a trigger subsequently runs and modifies the ticket's tags or a tag-based field.
- The next update comes from Add Tags, Set Tags, or Remove Tags.
Is there a workaround for this behavior?
Prerequisites
- You'd like to add or update the tag for a checkbox field.
- Your account has tickets with that checkbox field checked.
Answer
Adding or updating the tag value associated with a checkbox field won't update any of the tickets in which the field is checked, and may disrupt the existing workflows of your account.
Removing the tag for a checkbox field won't disrupt existing workflows, but you should still follow the steps outlined below.
As a workaround, perform a correcting backfill using automations before adding, updating, or removing the tag of a checkbox field.
Add an automation to backfill checked tickets if you're adding a new tag
If you want to add a new tag to a checkbox that didn't have a tag value, then before adding the tag, create an automation to add a new default tag to all relevant tickets. In this example, the tag is new_tag
.
To create the automation
- Add an automation
- Enter a title for the automation. For example,
Backfill check tickets with new tag
. - Under Meet all of the following conditions, add:
- Ticket: Status category | Less than | Closed
- Ticket: Your custom checkbox field | Checked
-
Ticket: Tags | Contains none of the following |
new_tag
- Under Perform these actions, add:
-
Ticket: Add tags |
new_tag
-
Ticket: Add tags |
- Click Create automation
Once the automation fires in all the necessary tickets, add the tag to the checkbox field.
Add an automation to backfill checked tickets if you're updating an existing tag
If you want to change the existing tag of a checkbox field, then prior to modifying the default tag, add an automation that deletes the previous tag and adds the new tag to all relevant tickets.
To create the automation
- Add an automation
- Enter a title for the automation. For example,
Backfill checked tickets with updated tag
. - Under Meet all of the following conditions, add:
- Ticket: Status category | Less than | Closed
- Ticket: Your custom checkbox field | Checked
-
Ticket: Tags | Contains at least one of the following |
old_tag
-
Ticket: Tags | Contains none of the following |
new_tag
- Under Perform these actions, add:
-
Ticket: Remove tags |
old_tag
-
Ticket: Add tags |
new_tag
-
Ticket: Remove tags |
- Click Create automation
Once the automation fires in all the necessary tickets, update the tag of the checkbox field.
Add an automation to backfill checked tickets if you're removing a tag
If you want to remove a tag value from a checkbox field, then prior to deleting the default tag, run an automation to delete the current tag from all relevant tickets.
To create the automation
- Add an automation
- Enter a title for the automation. For example,
Backfill checked tickets by removing tag
. - Under Meet all of the following conditions, add:
- Ticket: Status category | Less than | Closed
- Ticket: Your custom checkbox field | Checked
-
Ticket: Tags | Contains at least one of the following |
tag_to_delete
- Under Perform these actions, add:
-
Ticket: Remove tags |
tag_to_delete
-
Ticket: Remove tags |
- Click Create automation
Once the automation fires in all the necessary tickets, remove the tag of the checkbox field.
Update the tag in the checkbox field
Once all the automations fire in all the necessary tickets, update the tag of the checkbox field.
To change the tag in the checkbox field
- Open the checkbox field that you want to update
- Under Field option, add or update the tag in the Tag (optional) field
- Click Save
2 comments
Bruno Muniz
If you want to add a tag to a checkbox field that does not have a tag already in it, then you won't be able to use automations to add a tag, since a requirement for the use of checkboxes in automations and triggers is the checkbox already having a tag. :)
0
Hugo Richard
In the future, to check why things are broken you can check this health check analyser: https://www.zendesk.com/marketplace/apps/support/1080781/automated-healthcheck/?queryID=ff62f2ce7b88f370ef8623810253a801
0