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Adding the same functionality as the trigger condition of subject to a custom field text



Publicado 14 dic 2020

Sadly there is no way to create a trigger that will search for specific wordings in a custom text ticket field just like you can do with the subject ticket filed.

You only have an option to choose if the text is "present" or not, instead of asking "does this ticket field contain this word".

 

Would be great to have the same functionality as the subject or comment ticket fields for custom text ticket fields in the triggers.


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Thank you so much for sharing this idea. I completely see the value in extending “contains string” logic to custom text fields. It would definitely open up more powerful and flexible options for many teams, especially those working with more freeform or complex ticket data.
 
While we won’t be able to prioritize this enhancement in the near term, I’ve added it to our backlog for future consideration. We’re always looking for ways to bring more consistency and capability to our triggers framework, and thoughtful feedback like yours helps us shape what’s next.
 
We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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The closest thing I can think of is using a webhook to add a comment of that value to the ticket, then a trigger can fire from that comment text.

Loosely, the flow would be:

1. Trigger Condition > Custom_field: Present

1. Trigger Action > Apply webhook with private comment with custom field value

2. Trigger Condition > Comment text contains string  of custom field value

2. Trigger Action > whatever business needs....

A bit convoluted but I think it does the trick.  Godspeed.

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Is this really the case? How do you suggest setting a trigger based on the value in a text field? Or is there a workaround using a different field type?

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This is definitely a much needed feature. We use text fields that are prefilled by an external system. It is always the same so having a condition to trigger off that field would expand our options tremendously

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It is indeed not very useful to only have conditions is present or is not present on custom fields.
And even that is not really clear, as the field is present but may be empty - which results, I think, in "is not present". A search facility would broaden the utility of custom fields tremenduously.

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