Can I update a custom field with Requester Name?

Hey Jake Warren

You could use notify a webhook within a trigger to make that possible, this would involve following a few steps:

These steps are only for instructional purposes:

1. Create a webhook and select Triggers and Automation

In the name put whatever you want to call it, in Endpoint put: https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}} , Request Method PUT, Format JSON and the method you want to authenticate it with.

2. Create a custom ticket field that will store this information (the requester's name).

3. We need to create a trigger that will make a call to our webhook whenever a set of conditions is met, so you can set whatever you want this action to trigger, I only set the Ticket is Updated for test purposes:

The actions is what matters here, select Notify an active webhook and the webhook you created in step 1. Put there:

{
"ticket": {
"custom_fields": [{ "id": 19355046105108, "value": "{{ticket.requester.name}}"}]
}
}

This is important, change the id for your ticket field id.

That's done! Recording of this in action: https://vimeo.com/910604838?share=copy

Hi,

wouldn't it be also possible to create a custom field like "requester name"first and to use a trigger which fires if the ticket is "new" (status) and "created". As action we can request zendesk to set the information via placeholder {{ticket.requester.name}}.

Regards, 

Stephan

Thank you both! I'm going to try the easier approach first, but Stephan Marzi, when I take your steps, it's actually updating it with the placeholder text itself and not the expected value. Is my syntax off?

Hi Jake, 

You have to create a custom field in advance, for example "first respond" or as mentioned before: "requester name". The ticket requester is the information you would like to add to the custom field, therefore the correct action should be:

Ticket>"custom field title"      {{ticket.requester.name}}

The new custom field should show the first "requester" after firing the trigger.

Regards, Stephan

Hi Stephan Marzi - Sorry for the confusion, I named my custom field "Requester" so in my screenshot, that's actually the custom field, not the standard system field.

Does it also work? :-)

Unfortunately no, it put the placeholder text itself there, not the value from the placeholder. My custom ticket field "Requester" is a text field.

Example:

Hey Jake Warren,

It would have been cool if the placeholder worked, but in light of that, I second Jakub's comment.  Keep us posted!

Brandon

Hey Jake,
I hoped this would be a workable workaround, but unfortunately the placeholder seem to be not suitable. Thank you for testing.
Webhook will be the only suitable solution.

I also faced a tool of Knots which offers additional functionality.

Regards, Stephan

Hi Jake, 

I implemented something similar to pull a custom end user field into a custom ticket field. Unfortunately the {{ }} placeholders don't work on text fields in triggers directly, instead you'll need to utilize a webhook like Kuba proposed. We also use this webhooks to be able to add internal notes to tickets via a trigger. Once you've set it up once it's not so daunting to apply it in other ways.

Hey everyone,

I already had a webhook created to help with automating some internal comments per client, so was able to leverage that + use Kuba's suggestion and it's working like a charm. 

Thanks!
Jake