49 Commentaires

  • Simon van de Westerlo
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    We need to check if a custom text field is filled when sending an e-mail and that's not possible now.

    +1 !

    1
  • David Nunez
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    I still can't believe this isn't a feature. Seems like a pretty basic requirement. Here's a use case for the Zendesk folks. I am using a trigger sending data to a target to add a phone number value from new and updated tickets to the user record. However, I would like for this trigger not to fire whenever the phone number data is either a) not present or b) unchanged. I would think Zendesk would appreciate this too because this is probably using unnecessary compute resources on your servers.

    4
  • Andre Joseph
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    Yes. This seems like a major oversight to me as well. Here's my use case scenario:

    End-user submits a ticket stating they need access to pre-defined "stuff." The end user is informed about what this pre-defined stuff is in laymen terms. We want to inform the agent what this pre-defined stuff is in technical terms in case he/she is not aware. If we could populate custom text fields, we could inform the agent (via a field only visible to agents), what to do to give the submitter access to the pre-defined "stuff" in technical terms.

    Is there a reason why this isn't an option? We can set the value of drop downs, dates, check boxes, etc. Not custom fields though?

    Regards,

    Andre 

    0
  • Rotem Ashkenazi
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    Yes, this is a major blooper for us as well. Since we are using many Tickets Fields that should be used in the Triggers and Macros. 

    The Tickets Fields has a very significant impact on our tickets - therefore it will be a major impact using them in Triggers, Macros and Automation. 

    Are you planning to add it in the future? 

    Best Regards, 

    Rotem

     

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  • Ben Speich
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    1 year later. It seems like such an easy thing to allow us to do. 

    1
  • Celia Cottle
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    Seconded!

    2
  • Marissa Maldonado
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    I'm surprised that I can't do this...

    My use case:

    Agent selects an option on the ticket to show that this is hardware from a client in our shop. I want to trigger the text box with model number and serial number to be a required field.

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  • Colin Piper
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    Marissa, you can achieve this with conditional fields. Have the model and serial number as mandatory fields but hide them using a conditional fields app. If I recall correctly those fields will not be checked if they are hidden conditionally. You may need to test to validate this.

    There are two conditional field apps in the Marketplace.

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  • Marissa Maldonado
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    Grr... So I just looked and it required enterprise. I currently am on Plus. Or there is a third party vendor that sells a one time cost for the add in. Which one are you using/recommend?

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  • Colin Piper
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    Marissa, I do use Cloudset. Sorry, I was not aware the other app was Enterprise-only. I will try to remember that going forward.

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  • Esley Shaffer
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    We use Zendesk for internal support of our users. We have a third party integration that adds tickets to Zendesk from our recruiting solution. We have text fields in the recruiting software that get filled out and that data is added to text fields in the Zendesk ticket. The data in the text fields is not always the same. We would like to be able to use triggers to search for specific text in those fields and apply actions based on the result. Can we get an answer on whether or not Zendesk will add this feature, and if not, why? I'm hoping this request doesn't sit for years like so many others.

    1
  • SteveJernigan
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    The doc here

    says you can use 

    | Ticket: Custom fields | Custom ticket fields are available as actions. |

     

    I can't see it in the interface.  Is that meant to address this need?

    1
  • Erin Boyle
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    @Esley - This isn't planned right now, but it's also not something that's out of the realm of possibilities. We'll take a look at this as we begin reviewing all of our business rules functionality.

    @Sjernigan - Sounds like our docs may not be quite right. The only custom ticket fields available for conditions or actions are those custom fields that have tags associated with them—in other words, checkboxes or drop-down fields.

    I'll send this over to our docs team!

    -2
  • GreggSmith
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    @Erin, I don't think that is quite right either.

    "The only custom ticket fields available for conditions or actions are those custom fields that have tags associated with them—in other words, checkboxes or drop-down fields."

    I have a custom date field that is also showing as usable in conditions and actions.

    I am another customer that needs control over the text fields.  I have a product version text field in the ticket.  If the customer chooses a product of "support site" and the version field is blank, then the version should be set to "N/A", If the ticket is assigned to Licensing and the version field is blank, then the version field should be set to "N/A".  But, alas, I can't do this.

    1
  • Erin Boyle
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    Ahh, pesky date fields. You're right, they're an exception to the tags rule.

    Thanks for adding your use case, Gregg—that definitely helps me understand why this is important.

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  • Brian Ulmer
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    I too would like to have my triggers/macros/automation reference custom text fields to improve performance such as routing tickets to the appropriate group.

    2
  • Mike Brosius
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    It would be great if we could add the custom text fields to the marcos. When we have high amounts of tickets for the same thing this would make things much easier to resolve tickets

    1
  • Helen Ng
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    +1 It would be very useful for us as well. We need control over the text fields especially regular expression.

    1
  • Todd Burgess
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    +1

    0
  • Andrew Tsvirko
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    +1

    0
  • Andrew Tsvirko
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    Oh, my God. I can't even add custom field in Macros. Are you kidding? Please, let us know if this feature getting to go in road map, at least.

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  • Andrew J
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    Just adding my use case.

    I am trying to construct a URL/HTTP target that uses data from an agent only text field. I was wanting to populate the field initially with a macro to avoid mistakes... the field contains email addresses to be used in the URL/HTTP target.

    For other users - it may be possible to populate text fields using a URL target.

    Action: notify target - YourTarget

    make the URL target add the required text - something like...

    "custom_fields": [{"id":27642,"value":"745"}]
    1
  • Colin Piper
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    Andrew, another community moderator, @Joel, wrote a really cool app that took a tag and converted this in to a text string that populates a custom text field. The huge benefit of the app is that it works real time and not some time after the Submit button is pressed. Maybe give him a shout to see if it would be useful to you also.

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  • Todd Burgess
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    Has anyone had any success being able to reference a placeholder value in an http target? 

    Using the HTTP Target I can successfully push to a dynamic ticket using a placeholder:

    URL:

    https://greenlifewater.zendesk.com/api/v2/tickets/{{ticket.id}}.json

    However I cannot get the JSON payload (embedded in a trigger) to reference a placeholder even though the JSON body seems to support placeholders.  

    "custom_fields": [{"id":27642,"value":{{ticket.assignee.name}}}]

    It's worth noting that hard coding a value will successfully push to a ticket but it's not the usecase I require.  

    "custom_fields": [{"id":27642,"value":"745"}]
    2
  • Colin Piper
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    Here is an example I use:

    {"ticket": {"comment": {"public": false, "body": "Ticket escalated to the Accounts group by {{current_user.name}}\nType of Issue: {{ticket.ticket_field_option_title_11818801}}"}}}

    Have a look at my recent comment in this thread for more context, https://support.zendesk.com/hc/en-us/community/posts/207593618-Trigger-firing-2-URL-targets-not-working-consistently

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  • Steven Yan
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    Hi Todd, I believe you might need quotes around your placeholder to meet the right JSON format:

    "custom_fields": [{"id":27642,"value":"{{ticket.assignee.name}}"}]

    The placeholder won't render the quotes around the assignee name for you, which in your example will lead to you rendering something like

    "custom_fields": [{"id":27642,"value":Todd}]

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  • Todd Burgess
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    Hi,

    Haven't test the above code but I was able to get the URL Target version working!

    URL:

    https://greenlifewater.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[custom_fields][30254728]={{ticket.assignee.id}}
    Method: PUT
    Attribute Name: value

    Inside of the trigger:

    Notifications: Notify Target
    Message: {}

    This should be a working solution for most scenarios of pushing placeholder values to custom fields! 

    1
  • Dmitry Davydov
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    Thanks to @Todd and @AndrewJ I succeeded in setting default value for my text custom_field. Just use Trigger and HTTP target.

    First create a HTTP target (settings > extensions > targets)

    Then create a Trigger (buisness rules > triggers)


    1
  • Edwin Schukking
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    Hi there,

    The discussion on targets is fascinating, but we (also) would be interested in used a text field as a value in a condition in a trigger or automation. 

     

    Has there been any development since the last time this was asked?

    Kind regards,
    Edwin

    0
  • Robert Smith
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    Is this something thats going to be added into the product ?

    0

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