Feature Request: Add "Changed", etc, trigger test for custom Drop-down ticket fields


  • Nicole Saunders
    Zendesk Community Manager

    Thank you for taking the time to post this detailed feedback, Alex, and welcome to the Zendesk Community!

    If other users like this idea, please up-vote Alex's post and add any details you can in the comments below. 

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    I know what you mean on this one. The only thing I can think of as a workaround is to create a new field to capture the old value of the field you want to trigger on. Then you'd need to set up a bunch of triggers to auto set the old field value.
    Them you could base your triggers on those two fields.
    Clunky but it should work.

  • Suja Socrates

    We would love to have this feature ASAP.  Now we are writing a lot of custom code to accomplish this.

  • Christopher Rehn

    This feels like a basic standard feature that would benefit us a lot.

    My workaround today is adding a tag when the trigger fires, and having that tag as a requirement for "does not exist" upon firing. However, this does not help for Triggers that may need to fire more than once, but not always.

  • Viktor Hristovski

    We also need this option, we are using the jira-zendesk integration and id like to notify the assignee when a jira status changes. I have the statuses setup in a dropdown field

  • Ben Bauer

    Our workaround has been to take a custom dropdown field and write a trigger for each item in the dropdown. Of course, as mentioned above, this can grow to a large volume of custom code. I definitely agree that custom dropdown fields should have the "changed" condition added.

    Example dropdown list (with tags):

    • route to Team A (last_a)
    • route to Team B (last_b)
    • route to Team C (last_c)

    Example trigger list

    • If dropdown is "Team A" and tags don't include "a", then add internal notes, assign to group A, and add tag "a"
    • If dropdown is "Team B" and tags don't include "b", then add internal notes, assign to group B, and add tag "b"
    • If dropdown is "Team C" and tags don't include "c", then add internal notes, assign to group C, and add tag "c"

    An example ticket where agents use the custom dropdown field to route from A to C to B will have these tags:

    a, c, b, last_b

    The one remaining gap in this approach is that you can't have the triggers fire additional times for a single value. For example, if the custom dropdown field goes from A to C and back to A again, then the trigger doesn't fire on the 2nd execution of A. You could remedy this by having each trigger remove every other tag in the set. Of course, that would make adding new values to the custom dropdown a giant pain, because you'd have to update the full set of triggers. And you'd lose the psuedo-history of having all the tags added.

  • Viktor Hristovski

    @... , what I did was assigned tags to each of the values of the dropdown field. Like your team A , team B and team C with their tags . Then i set additional triggers to add another tag as a copy of the value of the tag. So like if the ticket has team A tag, add teamAcopy tag also. 
    Then in another set of triggers , i examine if the ticket has lost the original tag, but has the copy tag. 
    So if the ticket contains teamAcopy but doesn't contain teamA, i add a tag which i named Teamchanged and remove the teamAcopy. Basically, if your dropdown has 3 fields, you need 6 tags for this logic.

    Once this is done, i do the main action (like notify the team etc) based on the Teamchanged tag


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