Nick Steenson

Anna Liversedge 
I haven't heard anything from ZD, but you can do that using the logic I posted above.

Hi all, I've discovered a workaround that wasn't mentioned in this thread. It shouldn't have been necessary in the first place, but given the frustration I see in this thread I figured I'd outline what my flow looks like here. What I wanted to achieve was to set or update a “Region” custom field in a ticket when an email address had obvious markers of a country of origin (.uk etc).

Set up an ZD API token in ZD with appropriate permissions.

1. Create a webhook that points to an API endpoint that “takes the action” for you (in my case https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json)

2. Request method: PUT (in my case) Request format: JSON

3. Authentication API Key
4. Header name: Authorization
4. Header value: The API token you created (format may vary, you may need to play around in the ZD API docs)

5. Save that. 
6. Create a trigger (in my case triggers on ticket created, and the channel is email)
7. Create a “Notify by > Active webhook” action, and select the webhook you created.
8. Build the JSON body of the webhook to match the ZD API docs. You can use liquid logic here! Here's my example:

{% if ticket.requester.email contains '.au' or ticket.requester.email contains '.nz' %}
{
  "ticket": {
    "custom_fields": [{
      "id": my_custom_field_id,
      "value": "tag_for_dropdown_value_anz"
    }]
  }
}
{% elsif ticket.requester.email contains '.jp' or ticket.requester.email contains '.cn' %}
{
  "ticket": {
    "custom_fields": [{
      "id": my_custom_field_id,
      "value": "tag_for_dropdown_value_asia"
    }]
  }
}
{% elsif ticket.requester.email contains '.uk' or ticket.requester.email contains '.de' or ticket.requester.email contains '.fr' %}
{
  "ticket": {
    "custom_fields": [{
      "id": my_custom_field_id,
      "value": "tag_for_dropdown_value_europe"
    }]
  }
}
{% endif %}

9. Save this, and test!

It should apply whatever reasoning/logic you define in that liquid code.

Here's another person who discovered these workarounds are possible:
https://internalnote.com/update-a-requester-name-via-webhooks-and-custom-fields/

This would be very useful in our use-case as well!