• Ahmed Zaid

  • 2022년 06월 06일 03:10

  User Group Leader Community Moderator

  Hi Juan Julio Montreuil Berrocal

  I think what you are looking for is updating the values of user fields that you already created. So you will need to do so from the user end point `/api/v2/users/{user_id}`

  Example:

  curl https://{subdomain}.zendesk.com/api/v2/users/{user_id}.json \
  -d '{"user": {"user_fields": {"user_field_key_1": "option"}}}' \
  -H "Content-Type: application/json" -X PUT \
  -v -u {user}:{api_key}

  To set it to null (-), simply replace the "option" value with "".

  I hope I managed to help.

• Juan Julio Montreuil Berrocal

  • 2022년 06월 06일 12:52

  Hi Ahmed! thanks for your help. So in order to specify the user field to be changed, I replace "user_field_key_1" with the user field ID or I should put it in another part of that code block?

• Ahmed Zaid

  • 2022년 06월 06일 13:40

  User Group Leader Community Moderator

  Hi Juan Julio Montreuil Berrocal

  You would actually need the field unique 'key', rather than its id. It should replace 'user_field_key_1' as you expected.

• Nicole Saunders

  • 2022년 06월 06일 21:26

  Zendesk Community Manager

  Thanks for jumping in to problem solve, Ahmed Zaid!

• Luz Marsen

  • 2023년 04월 17일 15:05

  Hello everybody,

  I am currently working on the idea of a contact counter in the user profile, with which one can track how often a customer has been contacted.

  The function should look something like this: Lightagents try to contact users. With each attempt, the light agents leave an internal comment with a certain keyword. This keyword activates a trigger with a webhook that updates the user field (contact attempt).

  I have copied the above-mentioned suggestion as a basis. However, I would now need a function that increases the value in the user field by 1 for each contact attempt. 

  Does anyone have an idea how to implement this?

  So in principle:

  curl https://{subdomain}.zendesk.com/api/v2/users/{user_id}.json \
  -d '{"user": {"user_fields": {"counter": "increase value by 1"}}}' \
  -H "Content-Type: application/json" -X PUT \
  -v -u {user}:{api_key}

• Ahmed Zaid

  • 2023년 04월 17일 22:38

  User Group Leader Community Moderator

  Hi Luz Marsen,

  Do you plan to run it in your backend or using Zendesk webhooks? if the later, you can use liquid placeholder.

• Luz Marsen

  • 2023년 04월 18일 05:55

  Hi Ahmed, thank you for your reply :)

  I would use a Zendesk webhook. How would it work with a liquid placeholder?

• Ahmed Zaid

  • 2023년 04월 19일 17:07

  User Group Leader Community Moderator

  Your webhook end point should be set to

  https://subdomain.zendesk.com/api/v2/users/{{ticket.requester.id}}

  And, assuming your field key is "counter" and type is "numeric", the trigger that would notify the webhook should have this payload:

  {% assign counter = {{ticket.requester.custom_fields.counter}} | plus: 1 %}
  {
      "user": {
          "user_fields": {
              "counter": {{counter}}
          }
      }
  }

  This is a mixture of liquid and JSON.

  It worked well on my Sandbox.

• Luz Marsen

  • 2023년 05월 12일 13:35

  Hello Ahmed,

  It took a while to get back to this issue.

  Yes, this code works exactly as it should! Thanks again for your help :)

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