• Brett Bowser

  • 2022年06月07日 15:32

  Zendesk Community Manager

  Hey Tim,
  
  If I'm understanding you correctly, you could potentially use a webhook to update a ticket field. I'd recommend taking a look at the following article which goes over creating webhooks and how to use them within triggers: Creating webhooks in Admin Center
   
  I hope this points you in the right direction!
  
• Sam

  • 2022年06月07日 16:11
  • 編集済み

  Community Moderator

  Hi Tim Bradgate!

  Not natively, but you can use the API in conjunction with a Webhook and Trigger to make these updates. See below:

  1. Create a Webhook target with the following information:

  • Go to Admin Center from Zendesk Products -> Admin Center
  • In Admin Center, select Apps and Integrations -> Webhooks
  • Provide the following:
  • -- Name for your Webhook
  • -- Endpoint URL:  https://subdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json
  • -- Request Method: PUT
  • -- Request Format: JSON
  • -- Authentication: Basic authentication
  • -- Username: email@domain.com/token
  • -- Password: Your API token

  2. Create a trigger that notifies the webhook

  • Set up a trigger as normal, something like Ticket = Created and Form = XYZ (or whatever values make your trigger true)
  • Under Add Actions, select Notify Active Webhook
  • Select your newly created webhook
  • Under JSON body, use the following template:

  {
  "ticket": {
  "custom_fields": { "field_id_to_update": "value" }
  }
  }

  In the above, update field_id_to_update with the custom field ID, and the value with whatever you want the text field to be!

• Lou

  • 2022年06月07日 16:00
  • 編集済み

  Community Moderator

  

  What they said. You can update just about any field that way. We use a trigger to update the subject using a webhook and JSON.

  {"ticket": {"subject": "{{ticket.title}} [{{ticket.ticket_field_360042229672}}]"}}

  This is the webhook:

  

• Walter

  • 2022年06月08日 05:59

  Tim Bradgate

  The above suggestions work, but you need to be careful with your conditions.  Also see https://support.zendesk.com/hc/en-us/articles/4408882855578-Can-I-use-a-trigger-and-a-webhook-to-update-tickets-

   

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