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Trigger condition with evaluation of the numeric value in ticket field

Answered


Posted Feb 14, 2022

In this moment the trigger condition based on numeric ticket field can only perform two basic stance: "Present" or "Not present".

It's quite icredible that there is no way to have a trigger condition base on the value of the numeric field like: "is more/less than" -> "1000" etc.

Anybody has a workaround to solve the trigger condition with numeric value in the ticket field?


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16 comments

image avatar

Diogo Maciel

Zendesk Customer Care

Hi Riccardo! Thank you for your feedback. Yes we understand having more options for triggers is important. At the moment unfortunately there is no workaround, but I marked this topic as a feature request. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/4404146647066-Product-Feedback-Post-Template].
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
 

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Hi @...

The link to write an effective feedback post seems doesn't work..

Specific example is here: https://support.zendesk.com/hc/en-us/articles/4408832737818-Workflow-recipe-Creating-an-approval-process

Wen we need to manage an approval workflow process we have to manage many time treshold for the value in specific ticket fields, like "if ticket value is more than this.. trigger have to change the assignment group ticket and scale to Manager..".

In other process we need to perform calculation between value in different ticket fields to manage the trigger action, because the total value of the ticket is more than.. And the trigger has to assign it to the Manager approval..

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image avatar

Diogo Maciel

Zendesk Customer Care

Hi Riccardo!

Thank you for your contribution! Our community is always reviewing feature request feedback and suggesting these changes to our product managers. You can follow our updates in our Release notes below

https://support.zendesk.com/hc/en-us/sections/4405298847002

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This would be an extremely useful feature for me as well.

We currently have a short form containing text fields that users fill out and submit. I would like to be able to create a trigger based on the input of that field, but as mentioned above, the only current option is "Present" or "Not Present", which is not helpful for this use case.

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It looks like you also cannot set a numeric field via a trigger. This is a major limiter to how useful this field can be. I'm going to have to go back to the drawing board for a project because of this. I'm trying prioritize based on the values in 3 separate fields, only 1 that is always present. I thought a matrix in the style of r-w-x would work well and make sense, but the system's not allowed to set a value for those fields. 

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+1 About having more condition options using the Number field. I would have imagined that the main use case and selling point of this field would be the "less than/more than" conditions you could apply on it.

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Hey team,

Would be really valuable to have something like this. 
We've come across a few examples where this would be very useful. 

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Another vote for this, this would greatly help us automate certain cases.

We would appreciate the option for Is Greater Than / Is Less Than / Equals as well.

Our use case: We filter out certain tickets based on a number field, either these numbers are deprecated in a way, or numbers below a certain point should go to a different group for example.

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Dan R.

Zendesk LuminaryCommunity Moderator

Just got bit by both this issue and the fact that automations don't support numeric fields either. It would be super if we could be allowed to evaluate and act on data in our systems via the Triggers and Automations features. 

All data that goes in a field should be able to be evaluated and be acted on.

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+1, this would really help us automate certain cases.

e.g: If the one of the ticket field (custom) value is 5001, I am should be to categorize the ticket automatically as >5000 category using a trigger.

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Currently have to manually review and act on numeric fields for workflow processing...i.e. procurement request...does request require secondary approval based on $ threshold?  Would be very helpful to have a trigger automatically forward for approval prior to landing in procurement dashboard...

1


+1

0


I have a solution for this situation, you can read the field value via Liquid markup in a webhook.

 

In my case, I want to create a new priority field with more options and starting with a number, in order to sort tickets with it.

 

I also want to change the priority based on the value of another custom field.

 

I created a webhook to the endpoint ‘https://orenes.zendesk.com/api/v2/tickets/{{ticket.id}}’ and used it in a trigger with the following JSON:

 

{
 "ticket": {
   "custom_fields": [
     {
       "id": 19356697887122,
       "value": 
       {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
       {% if field_value >= 1000 %}
         "priority_0_critical"
       {% elsif field_value >= 500 %}
         "priority_1_urgent"
       {% elsif field_value >= 200 %}
         "priority_2_high"
        {% elsif field_value < 1 %}
         "priority_4_low"
       {% else %}
         "priority_3_normal"
       {% endif %}
     }
   ]
 }
}

Here ‘ 19356697887122’ is the priority field and ‘20703424763538’ the numeric field.

 

The line ‘{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}’ multiplies the field value by 1 to convert from string to number.

 

The Liquid markup then checks the value and returns the corresponding field tag.

You will need to adapt the code for each case. For changing the group, the code should look like this:

 

{
 "ticket": {
   {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
   {% if field_value > 500 %}
     "group_id": 112233
   {% else %}
     "group_id": 445566
   {% endif %}
 }
}

 

(Note: I haven't tested this last code snippet.)

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+1 on having a way to do this via the triggers UI 

 

We have partners who sometimes work with multiple customers at a time. So they may be submitting support tickets from the same email but for different customers. We collect the customer ID in our support form and our use case would be to have the ability to associate specific partners to specific Zendesk orgs by the customer ID and not by their email domain. However the current trigger UI only allows you to specify whether or not that numeric field is there. 

2


+1ing to add this. Really need to be able to base on a > or < number in one of my fields.

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image avatar

Joel Cohen

Zendesk Product Manager

Hey Riccardo and many others, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. 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.

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