Using Custom Ticket Fields - Frequently asked questions
Frequently asked questions
What custom ticket fields can be used in Zendesk business rules and views?
Custom ticket fields in Zendesk can be used in various business rules and views, but their availability depends on the field type. For instance, drop-down and multi-select fields are versatile and can be used across all business rules and views….
How do drop-down fields work in Zendesk business rules and views?
Drop-down fields in Zendesk are highly flexible and can be used across all business rules and views. They allow you to select from a predefined set of values, making them ideal for consistent data entry and easy condition setting. In business…
Can multi-select fields be used in Zendesk views and business rules?
Yes, multi-select fields can be used in both Zendesk views and business rules. They allow you to choose multiple values from a list, providing flexibility in how you manage and automate ticket workflows. In business rules and views, you can set…
Why are text fields limited in Zendesk business rules?
Text fields in Zendesk are limited to trigger conditions where you can only check if a value is present or not. This limitation exists because the actual content of text fields cannot be matched with specific strings or words. This can be…
How can checkbox fields be used in Zendesk automations and views?
Checkbox fields in Zendesk can be used in automations and views, but only if they are set to add a tag when checked. This is because the presence of a tag is necessary for checkbox fields to be recognized in these contexts. If your checkbox…
What are the limitations of using date fields in Zendesk triggers?
Date fields in Zendesk offer a variety of conditions like 'is', 'is not', 'before', 'after', and more. However, using 'is within the previous' or 'is within the next' as trigger conditions may not work as expected. These conditions are based on…
Can lookup relationship fields be used in Zendesk views and triggers?
Yes, lookup relationship fields can be used in Zendesk views and triggers. These fields allow you to choose from a filtered list of users, organizations, and tickets, helping to establish relationships within your account. In triggers, lookup…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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