49 Comentarios

  • Andrew J

    Just thinking about the use case where users are wanting to check if a text field is populated or not.  I am suspecting this can be done using an http target and dynamic content.  

    It occurred to me that using dynamic content I can check for a comment to be present...

    Below is my workings - NOT TESTED - if someone wants to try and troubleshoot it, go for it and let me know how it goes.

    Basically this will check if a field is populated, then set the correct value in a checkbox, from this you can trigger certain actions etc as desired.  



    Dynamic Content: Field ID - Check populated {{dc.field_ID_check_populated}}

    {% case ticket.ticket_field_unique-field-id %}

    {% when '' %}FALSE

    {% else %}TRUE
    {% endcase %}



    Update a checkbox using trigger/target



    Dream up some conditions to suit.


    [ { "id": your_custom_field_ID, "value": "{{dc.field_ID_check_populated}}" } ]


    This should get you to a point where you have a custom checkbox ticked or unticked as desired.  You can then run further triggers or automations based on this.

    Sorry I haven't tested it, I don't have a use case at this point.





  • Patrick Breitenbach

    I'm trying to get Requester Emails to display in ticket views. Since that's not possible (crazy, I know), I started to look into copying requester email to a custom field and including that in the view. But it looks like this is not possible because text custom fields cannot be in the trigger's action.

    These are some shocking omissions, imo.

  • Arturo

    Checkout this trick about how to Check a text ticket field value based on Andrew's workaround!


  • Corey Tisdale

    We are resorting to firing custom http target triggers to update fields via a trigger. Seems like it would be much less resource intensive to simply set a custom field to a value when the trigger evaluates to true

  • Justin Lentz

    We definitely need this feature as well. We have resorted to hard coding values for some triggers, but there are many other options that are dynamic that remain. Also, the inability to utilize macros when trying to manipulate custom fields is incredibly frustrating. 

  • Angie Ramaroson

    We require to extract data from email subject line and use the extracted string to populate a custom text field. This is currently not possible so we are  a bit stuck in our current implementation.

    For example a subject line would be: 
    345 PR278 test

    How to get 2 ticket fields populated with the value 345 and the other PR278?  Those values are not predefined but are created over time.

    It is manageable over webform and widget but our email submission is fairly large as well, requiring the above.

    Anyone has ever done this before and have any suggestion?


  • Tanguy

    + 1

  • Emma Surtees

    Just reading back through all of these comments. 

    I need to be able to create a trigger that pulls in a freetext value from a ticket comment and updates it in s freetext ticket field.


    For example I want to set a trigger that says if the ticket contains the words "Price - £12" then update ticket field x with "Price - £12", however I can't seem to find a way to do this when the ticket field is not a drop down? 


    Has anyone found a workaround to this yet? 

  • Ethan Peck

    Thanks @Dmitry @Todd @AndrewJ, that solution still works 2 years later!

  • Chaz Spahn

    Use Case: Macro

    We have a custom text field for the Resolution to a ticket. This is a required field to be able to Solve a ticket. I want to create a macro for simple, repeatable tickets that allow me to supply the answer, update key fields, and auto solve the ticket. 

    Currently this isn't possible because I cannot supply a resolution to the Resolution field.

  • Rolf Guenze

    How do I create a automatic private comment when SLA's ticket is breached? 

  • Andrew J

    Hello Rolf, you'd create target that updates the ticket. I think there a tutorial somewhere about on hold reminders that might explain this.

  • Arturo

    @Rolf, in order to automate adding internal comments to tickets, first you would need to create a new target with the following configiration



    an then call that target from your business rules' actions



    I hope this helps!


  • DJ Jimenez

    Rolf's question is a trick - SLA breaches are not events, so triggers won't activate.

    The closest thing that can catch an SLA breach without a ticket event is an automation, which only runs at the top of each hour. That means if a ticket breaches at 10:05, the private note won't get added until 11:00 at the earliest. 

  • Milton

    Not sure where I'm going wrong but have tried to replicate setting up a HTTP trigger that will insert placeholder info into a custom field.

    I'm guessing it's my JSON payload, any ideas?

  • Arturo

    Hey Milton,

    The first thing that strikes my eye are those new lines and tabs/spaces on your json payload to make it look pretty. Have you tried entering it all in a single line?

  • Milton

    Hey Arturo, yeah I've tried it on a single line as well but no dice. Have reached out to ZD support to see what they think as well.

  • Alfredo Navarro

    Hello, any update from the Product team on this? actually conditions and actions in triggers and automations should not be limited to just drop-down custom fields, basically any custom field of any type should be allowed there, and even text fields using placeholders or markup based on liquid.

    There are few workarounds to achieve this via targets calling the API and playing around with markup to generate the JSon, but this is not ideal. I have also read that not recommended by Zendesk:


    Although I even question this since that even that "asynchronous" update could fire another trigger to do something, you just need to ensure that the same trigger is not fired to avoid entering in an infinite loop.

    So, how else can we achieve our use cases?


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