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Make a trigger action can clear a Text Field



Posted Oct 06, 2023

Make a trigger action can clear a Text Field.

 

This is will very use full when ticket created is from closed ticket channel.

 

So when ticket is created via closed ticket, I can make a trigger action to set NULL the field (which is because the field has already been filled in on the parent ticket)


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Shawna James

Community Product Feedback Specialist

Hello Saasten, thank you for taking the time to provide us with your feedback.
 
I want to point you in the direction of our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the the comments below. Thank you again!

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Hi ZdS,

You can use “__NULL__” value for clearing text fields through triggers.

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Hi Kirill Akimov,

 

Do you know what value to use for clearing a NUMBER field? Thanks!

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Hi Noelle Cheng, there is no designed by Zendesk way to clear fields, so I'm not sure if even what I suggested above is reliable solution. 

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Steps to Create a Trigger:
Go to Triggers Settings:

Navigate to the Admin Center in Zendesk.
Under Objects and Rules, click on Triggers.
Create a New Trigger:

Click Add Trigger or Create Trigger.
Define Trigger Conditions:

Condition 1: Select the field Ticket: Channel and set it to Closed Ticket.
Condition 2: Add another condition to ensure the trigger only applies to newly created tickets. Set Ticket: Is to Created.
Set the Trigger Action:

Under Actions, choose Clear value or Set Value (depending on your field type and Zendesk setup).
Select the specific field you want to clear.
If there is no direct Clear value option, set the field's value to an empty string or null (e.g., ).
Name and Save the Trigger:

Give your trigger a descriptive name, such as Clear Text Field for Closed Ticket.
Save the trigger.
Trigger Example:
Conditions
Ticket: Channel is Closed Ticket
Ticket: Is **Created`
Actions
Set [Text Field Name] to (empty string or NULL).
Testing the Trigger:
Create a new ticket using the Closed Ticket channel.
Confirm the text field is cleared upon ticket creation.

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