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How to Update Custom Field Values using API (Not adjusting the field itself)

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Jon Simone

Posted Sep 16, 2021

Is there a way to make change a customer field status using an API call? I found this article but it looks like it just discusses creating the fields via API but not altering the values: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields/. 

Example 1: We have a user field called "Tracking Number" and would like to send the tracking number string value there via API.

Example 2: We have a drop down field called "Contact Reason" and would like to send the field value there for a particular ticket. 

I thought out a sloppy work around by creating an app and then using Zendesk object / relationships to retrieve the tracking number and status and then display it in app. Our database would then also need to create a new ticket with tags using the following code:

/api/v2/tickets.json
{
"ticket":{
"subject":"Tag Test",
"comment":{
"Body":"This ticket was created by an API and contains tags"
},
"description":"test",
"tags":"[\"TrackingNum\", \"TrackingStatus\", \"ContactReason\"]"
}
}
 
From here we can use triggers but this is super messy and causes other problems.
 
I may be missing something here. Any help is appreciated! 

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    Luciano Zambito

    I had to work hard to find the solution, for a problem that I believe is related to the clarity of the documentation. Also, I had difficulty in getting concrete help in chat with support.

    Wanting to work on the user entity, updating its fields, the API to use is: 
    https://YOURACCOUNT.zendesk.com/api/v2/users/USERID

    As for the content of the request, you can do something like this:

    {
    "user": {
    "user_fields": {
              "DropDownVar": "value",
              "DropDownVar1": "value".
                            }
                }
    }

    I hope it can help those who will have similar needs.

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