Feature Request: Add "Changed", etc, trigger test for custom Drop-down ticket fields
2020년 5월 12일에 게시됨
I would like to request that the Change tests (Changed, Changed to, Changed from, etc) be added for custom Drop-downs for triggers.
I was unable to find a similar topic, but I did find someone's comment that aligns with my request here.
We use Drop-down custom fields in tickets to categorize requests. These are generally manipulated by our support personnel only.
I would like to be able to send notifications when a Drop-down is changed, so that I can target the correct internal/external groups that need to receive a one-time notification of this event.
Right now, I appear to be limited to only Is/Is not/Present/Not present. This does not work for me, since it fires every time a ticket receives any update. I cannot restrict this to a Created ticket condition since these dropdowns are either A) not always selected on ticket creation and B) can be changed during troubleshooting.
For my needs I would appreciate being able to just set a condition for "<custom field> Changed to <field value>". I've reviewed some options for using tags but that just seems like a messy work around, and there is some risk that tags will be unintentionally edited by personnel during ticket updates. Additionally, even the tags associated with the dropdown can still only be tested as "Contains at least one of the following" or "Contains none of the following".
I realize this may not be straightforward since Drop-downs are probably lumped into all other "custom field" types, which these additional tests may not apply to. However, Drop-downs can already be used in specific tests to check their precise values so some differentiation must be possible, and "Changed" seems generic enough to apply to just about anything at a minimum.
Perhaps it requires its own topic, but maybe "Added"/"Removed" should be testable conditions for tags? That would potentially resolve my issue (since custom fields automatically add/remove tags) and other tag-related ones.
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댓글 23개
Christian Körner
+1 the workaround above using more trigger than just one does not fit to our case where we have nearly thousandoptions on same Level. Could one use slice Operation on Tags as a workaround?
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Justin M. Oderfer
This is something that we definitely need as well. We have a lot of workflows that require this and unfortunately none will work because we can't trigger off of changes on our custom fields.
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Sid DeVins
We would also love to have this feature. Tons of our workflows are either needlessly complex or can't be implemented at all because of this limitation.
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Lindsey Rhyne
+1, any update?
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Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. 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.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Daniël Nieuwendijk
👆This feature would be a great improvement to Triggers. I run into this limitation regularly, when I just want to fire a trigger when a certain custom field is changed. Please add the tests that are already available for system fields also to custom fields:
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Jonathan Perel
They have a “Custom ticket field change events” in the Support App API, but no way to trigger on a changed custom menu field. Seems like some very basic missing functionality. I wouldn’t hold my breath on it being implemented any time soon (original request is from 2020), so a custom app is likely the only solution.
https://developer.zendesk.com/api-reference/apps/apps-support-api/ticket_sidebar/?_ga=2.103234624.1572339015.1698554393-220321896.1698273118#custom-ticket-field-change-events
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Tommy
Yeah, missing feature for sure
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Stephen
+1 this is definitely a feature that needs to be considered.
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Monica
Adding my support to this request as well. Being able to make target when a field is changed is crucial for automations and triggers to not create workarounds (triggers/tags) or manual agent actions (another field to say the first field was changed set by a macro).
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