How to Handle ZAF ticketFields Changes - Frequently asked questions
Discover answers to common questions about the recent changes to ZAF ticketFields and Assignee. Learn how these updates impact your Zendesk setup and operations.
Frequently asked questions
What changes were made to the ZAF ticketFields Assignee in July 2020?
In July 2020, Zendesk made changes to how the assignee ticket field values are loaded. Previously, all assignee options were available immediately. Now, these values are lazily loaded, meaning they only become available when an agent clicks on the…
How can I ensure my app gets updated assignee options in Zendesk?
To ensure your app receives updated assignee options, it must listen for theticketFields.assignee.optionValues.changedevent. This event triggers whenever new options are loaded into the agent interface, allowing your app to call the.get()…
Does the change to ZAF ticketFields affect the current assignee value?
No, the change to ZAF ticketFields does not affect the current assignee value. The.get('ticket.assignee')method will continue to return the currently saved value for the ticket’s assignee, unaffected by the July 2020 update. The update…
What should developers do to prepare for the ZAF ticketFields change?
Developers should ensure their apps are set up to listen for theticketFields.assignee.optionValues.changedevent. This is crucial for apps to receive updated assignee options as they are lazily loaded into the agent interface. Additionally,…
How can I test the new version of the assignee ticket field in Zendesk?
To test the new version of the assignee ticket field, you need to submit the Zendesk subdomain of the account you want the changes enabled on. Once submitted, Zendesk will reach out when your access has been provisioned. This allows you to test…
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