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
    Zendesk Luminary
    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

  • Kirill Akimov

    Hey, Zendesk Team!
    I'd like to join the discussion as we have the same problem but with Text fields. It would be cool if we have a possibility to track the fact that any of custom ticket text field is being changed and notify the assignee about that. This is vital feature for jira-zendek integration.

  • Anthony Stenhouse

    +1 A Trigger firing when a drop-down selection changes would allow us to send targeted Slack notifications and improve our workflows.

  • John DiGregorio

    I am really surprised this can't be done through a trigger or automation.  

  • Who Gives A Crap (whogivesacrap)
    Zendesk Luminary

    How many up-votes does a suggestion require before Zendesk pays any meaningful attention to it?

  • WRO Jacuk-Zurak, Marta


    +1 for this idea. We got situations where the value in a custom drop-down changed, and we would like to assign the value back or notify people or webhooks.

    This feature "changed to"/"changed from" would help us


  • Christian Degn Andreasen

    +1 for this! 

  • Monica

    Adding my support to this request as well. Being able to make target when a field is changed is crucial for automations and triggers to not create workarounds (triggers/tags) or manual agent actions (another field to say the first field was changed set by a macro).

  • Stephen

    +1 this is definitely a feature that needs to be considered.

  • Tommy

    Yeah, missing feature for sure

  • Jonathan Perel

    They have a “Custom ticket field change events” in the Support App API, but no way to trigger on a changed custom menu field. Seems like some very basic missing functionality. I wouldn’t hold my breath on it being implemented any time soon (original request is from 2020), so a custom app is likely the only solution.


  • Daniël Nieuwendijk

    👆This feature would be a great improvement to Triggers. I run into this limitation regularly, when I just want to fire a trigger when a certain custom field is changed. Please add the tests that are already available for system fields also to custom fields:


Please sign in to leave a comment.

Powered by Zendesk