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How to update custom field values using API
Publicado 14 oct 2021
We are trying to use Zendesk tickets to track fraud costs in our organization. I have three custom fields "attempted", "recovered", and "loss". Evidently Zendesk will not perform the calculation internally, so I am using the ticket API to retrieve the values, perform the calculation (attempt - recovery = loss), and then use the ticket API to update the "loss" custom field with the value.
I am using the following API according to the documentation, but it is not populating the custom field with the new value.
put https://{domain name}.zendesk.com/api/v2/tickets/{ticket number}.json -v -u {username}/token:{API Key} -H "Content-Type: application/json" -d '{ "ticket": {"custom fields": [{"id": 360048278251, "value": 999}]}}'
The output from this statement seems to be the original ticket values and not the updated values. When I look at the ticket in Zendesk this field is not updated.
How do I update/change the custom field in a ticket?
1
13 comentarios
Greg Katechis
Hi Marco! We do not have a way to hide any fields in the bulk edit modal.
0
Marco González
Saben como puedo ocultar campos de la modal cuando realizas ediciones masivas?? Ya que tengo campos dentro del ticket que no todos estan visibles ya que tengo formularios condicionados (visibilidad de campos basados en otros campos), pero al realizar la edicion masiva, me muestra todos los campos,a bsolutamente los campos que no estan visibles en el ticket?
Alguien pude apoyarme con esto, o ver si es posible?
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Erica Girges
Apologies for the confusion. Unfortunately, the custom ticket field won't show on this page however, it will be visible to the customers once a request/ticket is open via the right hand fields/values.
Best,
Erica
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V.Krishnamurthy .
Erica
Tried your suggestion and its does not help
Enclosing the screen shot which is visible to customer once they login to the portal and as you see it only shows ID, Subject, Created, Last activity, Status and not able to add custom field name" Ticket Type" to show in the UI
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Erica Girges
Thank you for confirming!
You can easily change visibility and permissions for ticket fields (including custom ones) via the Admin Center as shown below.
Hope this helps!
Erica
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V.Krishnamurthy .
HI Erica
Yes that is correct. Any suggestion on it
Regards
Krishnamurthy
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Erica Girges
Just to confirm are you looking to make the custom ticket field data visible to your customers as well?
Best,
Erica
0
V.Krishnamurthy .
HI Team
In the customer UI view page how can I add a one more column to display the content is there in the customer field
Any suggestion
Regards
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Eric Nelson
You'll want to write a script that after listing all of the ticket field options > loops through the options and pops them into a new array of objects for the ones you'd like to keep > then add in the new ones into the cleaned array. Finally use the update ticket field api to update the field.
Hope this helps,
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Qin Brian
There is one custom field, and in the custom field, we have added over 8000 different tags.
Now we are investigating to use API to update the whole list
a) Remove some tags and keep others
b) Add new tags without affecting existing tags
How can we do?
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