Reset Drop-Down Field Values for Follow-Up Tickets
How can I reset drop-down field values for follow-up tickets in Zendesk?
To reset drop-down field values for follow-up tickets in Zendesk, you need to create a trigger that replaces the previous tag value of the custom fields.
When a follow-up ticket is created, it inherits all the original ticket data, including custom ticket fields and tags. To clear these, especially for drop-down and checkbox fields, you can set up a trigger with specific conditions. The trigger should be configured to activate when a ticket is created and the channel is a closed ticket. Under actions, set the tags to 'follow_up' to remove previous tags and reset the field values. For more details, you can refer to the originalZendesk article.
More related questions
Can I clear numeric and text fields for follow-up tickets in Zendesk?
Unfortunately, numeric and text fields cannot be automatically cleared when creating follow-up tickets in Zendesk. While you can reset drop-down and checkbox fields by manipulating tags, numeric, decimal, single line, and multi-line text fields do…
What is the process to create a trigger for resetting ticket fields in Zendesk?
Creating a trigger to reset ticket fields in Zendesk involves setting specific conditions and actions. First, create a trigger and set the conditions to 'Ticket is Created' and 'Ticket Channel is Closed ticket'. Then, under actions, set 'Ticket Set…
Why do follow-up tickets inherit field values in Zendesk?
Follow-up tickets in Zendesk inherit field values because they carry over all data from the original ticket, including custom fields and tags. This is designed to maintain continuity and context from the original ticket. However, this can be…
How can I manage multi-select field tags in follow-up tickets?
Managing multi-select field tags in follow-up tickets requires setting up a trigger to clear these tags. You can create a trigger with conditions that check if the ticket is a follow-up and if the multi-select field has values. Then, use an action…
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