Conditional fields, dropdowns, and multiple choice typeform questions to ticket

Answered

7 Comments

  • Chris Stock
    Community Moderator

    Hey Patrick Crane, you probably need to set the tag values for the dropdown and multiple choice fields, rather than the human readable label. I haven't worked with TypeForm before, but other form products I've used allow you to set these tag values againt dropdown values and you can choose whether to send the label or the value. I hope this helps.

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  • Brett Bowser
    Zendesk Community Team

    Hey Patrick,

    If you're using a Zapier integration, have you reached out to their team to see if there's a way to get all the information to display for the customer? I'm rather limited on what I can assist with when it comes to 3rd party integrations but perhaps they could help further?

    I'm also happy to leave this post open in case other users have a similar integration set up with Zapier.

    Let me know!

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  • Patrick Crane

    Thanks Brett, I will.

    For the record, I did find a solution/ work around. If all the ZD ticket fields in question are single line text boxes, they accept the output from the TF/ zapier.

    I'm not sure if that's by design or not, but at least it works in my use case.

    Follow on question; if I change a field in an existing ticket (example from a dropdown to a text field) AND the data from said field is currently being used as a KPI on a dashboard in Explore, will I need to change the query or will the data merge automagically?

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  • Brett Bowser
    Zendesk Community Team

    Hey Patrick,

    As far as I know, you wouldn't be able to change a ticket field type on an existing ticket field. You would need to create a completely new field in Support as a text field, then include that new field in your Explore report.

    Let me know if I'm misunderstanding your question!

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  • Patrick Crane

    Nope you hit it on the head. I was pretty sure that would be the answer, but it never hurts to ask.

    As for whether to leave this post open or not, I'm good, but if you think it would benefit others, feel free to leave it open.

    Thanks for the help!

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  • Brett Bowser
    Zendesk Community Team

    No problem at all Patrick!

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  • Patrick Crane

    Thanks Chris Stock! That's a great point. I don't recall being able to see or interact with the tags on the typeform/ zapier side, but now that you mention it, all fields I build on ZD get custom tags with a "header" (for lack of a better term) that describes the data set they are related to. Like on a drop down for color choices the tags would be "customer_choice_data_set_1_blue" for the selection "Blue" on that field (and so on...). The header is usually the title of that field.

    This could be where my problem is coming from ... when I make the drop down and enter the choices the ZD "automagically produced" tags are simply "blue". Maybe because of my custom tags zapier can't connect the simple typeform tag with the ZD field.

    Hmmm.... I sense a test coming on. Thanks for the idea Chris!

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