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Allow date to be cleared in triggers and automations



Posted Oct 22, 2018

Original thread:
https://support.zendesk.com/hc/en-us/community/posts/204253097-Reminder-system-unable-to-clear-date-field-once-the-reminder-has-been-sent

With the date field, it is only possible to set an action to:

  • Set to a specific date
  • Set to a number of days from now

It isn't possible to clear the field. See here:

The use case for this feature:

  • Will allow the "Remind me!" to work without excluding tickets from a report
  • Allow us greater flexibility when working with date fields

If you have any other use cases, comment so I can update the post.


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39

39 comments

People have been begging for a solution for this problem for five whole years. Half a decade! It is absolutely absurd that such a basic piece of functionality does not exist in the first place. Let alone after five years of people actively asking for it. The inability to clear a value from a field is so basic, but it should've been the first thing that was created when setting up fields. Set a value, remove the value. This is very basic. How is it possible that this is still not implemented? Zendesk is old enough to drink in Germany. And yet we still can't clear a date value?

4


Is it still no update??? it's 2023

we still can't clear the "date type field" using a trigger

 

BTW, this request is from 2018, why hasn't there been an update until now?


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btw, if you want to clear "field type text", you can use this text (in trigger action):

__NULL__

Dan Ross Carlos Santos

1


+1 for this!  

Our use case is a "snooze" function for on-hold tickets — not being able to clear the original date when the automation runs (or via a trigger) is kind of a shocker.  I thought I was doing something wrong until I found this thread.

0


I know this has been open forever and it doesn't seem like it will change any time soon. Just flagging that there is a workaround, you can add a custom web hook to the zendesk API to clear out the date field for you.

1


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Shawna James

Community Product Feedback Specialist

Thank you for sharing your feedback and providing help to other Zendesk customers here Daniel! We are actively monitoring this thread and will make sure to provide an update when we have more information about the status of this feature request.

0


Daniel Ladd do you have the steps for that?

 

Shawna James Is there any movement? Seems like it's a simple enough feature to add into the roadmap.

0


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Joel Cohen

Zendesk Product Manager

Hey Daniel, Noelle, thank you for taking the time to provide us with this feedback! 
 
New PM for Triggers and Automations here. This is still in our backlog but I will take a closer look to see when we could support this. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

0


Thanks Joel (from one of the others hoping this might be implemented).

0


Hi all,

I just came across this request and see that it has been a long-standing issue for Zendesk users.  I did some testing, and I found that the date field can be cleared by passing in a null value via API.  As with many Zendesk workarounds, it requires using webhooks to make the API request.  We have created a guide on how to set this up on our Help Centre (link here).  I hope this can help resolve some of the use cases brought up in this thread.

Cheers ~

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