Comparing or calculations on many numeric/decimal fields in Zendesk ticket

3 Comments

  • Simon Blouner
    Community Moderator

    Hey Marta Jacuk-Zurak

    We actually tried to do something similar last year like your scenario 1 - the math piece was however fairly more complex - which is why I know you can do this.

    Scenario 1:

    You can build a trigger, that updates the ticket through a target.

    Zendesk doesn't recommend doing this, but since you're only going to need one trigger, we've ourself have not experienced issues with race conditions.

    The recipe is roughly this:

    1. Create a target that targets the ticket, and uses the update API endpoint

    2. Create a trigger that checks for nullifying tag, being set as an action on this trigger as well. 
    Add a condition that the fields containing the data you want to do the math from is not empty.
    In the target JSON field, write your syntax to update your "Total" Custom field, and in the value of updating this, add Liquid markup, where you e.g. plus the one custom field value with the other. This can be a bit complex though.

    Scenario 2:

    I am not sure how this would be done, as I don't deem it possible at all in native Zendesk at least.

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Marta Jacuk-Zurak

    Hi Simon Blouner,

    Yes, I am aware that we can build an API, that would do calculations in the background or add it as a target. But since in Zendesk ticket fields type can be numeric or decimal I think that it would be a nice improvement of the Zendesk application to have a possibility to do the math on them.

    Regarding scenario 2: I was thinking about adding conditions on a ticket form, where the admin could choose that the field Meal needs to be lower than Total.

    This is just my idea of the improvement of the ZD product itself and not having another application.

    Thank you

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  • Fabio Strasser

    Hi Simon,

    I just searched the Zendesk Helpcenter on how to use Liquid Markup to calculate numeric values or use it in JSONs and didn't find anything. Could you help me out how this should look like? 

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