It would be great if the Change To, Change From, Not Changed, Not Changed From, or Not Changed To was available for all fields including user-defined fields.
We are using Request Type field to categorize the type of ticket. When support realizes it is a Sales oriented request or a product defect, we have them change the request type to the appropriate category. (Note: I am new to ZenDesk so I do not know if Request Type is a user-defined field or a default ZenDesk field.)
for example: Request Type = Demonstration Request.
We want to re-assign ownership and notify the sales team when this happens.
The issue we have is that the notification gets resent with every update because the Request Type = Demonstration Request. There is no other condition we can add that will only send the notification the first time. We cannot add a condition to only do this when Group changes because the Group does not change until after Request Type is set to Demonstration Request.
Our work around is to have the support team reassign the ticket to Sales. The issue here is that we run the risk that the Request Type field does not get updated to the correct Request Types we have identified for Sales (quote, demo, eval, training, consulting, etc.). This may cause issues with our metrics across the board as it is possible that the Product Defects and Support Request Types will also not be updated correctly.
On the surface, this seems doable for OOTB, or user-defined, fields that are:
- dropdown (as you can only pick one)
- number (either it is the same or not)
- date (either it is the same or not)
- decimal (either it is the same or not)
I understand why this is would be of less value with multi-select or free-form text fields.
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