Robert Schwarz

Hello everyone,

so after a while of working with the new Admin Center, I noticed that some of the items of Zendesk Objects can't be opened in a new tab with CTRL/Cmd+Click anymore.

I noticed this on two objects:
Ticket Fields
Triggers (w/ Categories set up)

Clicking on a trigger or a ticket field will not open a new tab, but instead load the field in the frame.

What's interesting and what makes this a weird user experience, is that all other objects that I tried in the new Admin Center actually work as expected.

Tested objects where Cmd/Ctrl+Click works:
Automations
Macros
Views
Organization Fields
User Fields
Groups
Team Members

 

Can this please be enabled for Ticket Fields and Triggers?

Hey Andrew,

that's a much better approach than my workaround idea with commas! Thank you so much for the input :)

Best

Hey everyone,

this request has already been posted in 2017, Gabe Castillo had the same issue as me and basically solved it the same way. However, I would love to have this as a native Zendesk functionality.

As you can see in this screenshot, the {{ticket.ticket_field_360033071872}} placeholder does not include any line breaks.

 

A quick glance at the ticket data via API however does show me that newlines are indeed registered in the ticket field as \n.

 

 

I tried different approaches to add newline formatting via Liquid Markup. 

Test 1:

{{ticket.ticket_field_360033071872 | newline_to_br}}

Expected behavior:

Robert Schwarz
Example Address 43
5931 Example City

Actual behavior:

Robert SchwarzExample Address 435931 Example City

 

Test 2:

{{ticket.ticket_field_360033071872 | replace "\n", "test"}}

Expected behavior:

Robert SchwarztestExample Address43test5931 Example City

Actual behavior:

Robert SchwarzExample Address 435931 Example City

 

These two tests lead me to the conclusion that the JSON newline \n is completely ignored, and not returned by the placeholder.

 

In case anyone else is facing this issue, here is my workaround solution:

1. Append a comma (",") before every lane break. As such:

Robert Schwarz,
Example Address 43,
5931 Example City

2. Split the string by comma (",") and print each part of the string in a new line.

{% assign address = ticket.ticket_field_360033071872 | split: "," %}
{% for line in address %}
  {{ line }}
{% endfor %}

Result:

Robert Schwarz

Example Address 43

5931 Example City

We can see that it prints a full paragraph for each line created, which is still not the most beautiful solution. But at least it solves the problem temporarily. This method has a main caveat: Agents are always required to add a "," before a line break - this means a change in their workflow and something that can not be guaranteed in all instances.

 

To conclude this: I believe that newline formatting for textbox fields is something fairly trivial to implement and I would love to see native support on this in the future. Or at least give us a method to get the raw JSON value of a ticket field, such as:

Robert Schwarz,\nExample Address 43,\n5931 Example City

This would at least allow us to split the string by "\n".