Allow conditions to use all custom field types (multi-line, text, etc.)
This functionality is needed and something that was unfortunately lost when we moved from Salesforce to Zendesk. I want to have logic in our automation that moves tickets from solved to closed so that it requires a specific multi-line custom field to be blank, but I'm unable to do that based on this limitation of conditions only showing dropdowns and checkboxes.
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Hi Jake Warren PM for Triggers & Automations here.
Based on what I'm seeing, it looks like the multi-line custom field is available in automations when it is created on a User or Organization. Just to confirm, are you are talking about a multi-line custom field you have created on the ticket?
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Bailey Whitaker-Lea - Precisely, it's a ticket field.
Thanks,
Jake -
Got it Jake Warren ! Let me dig into this a little further to figure out why that field isn't being surfaced in Automations and come back with an update.
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