Using Custom Ticket Fields in Zendesk Business Rules
How can I use custom ticket fields in Zendesk business rules?
Custom ticket fields can be used as conditions and actions in Zendesk business rules. This means you can directly access and utilize these fields when setting up triggers and automations. For instance, drop-down, multi-select, and checkbox custom fields can add tags to tickets, which can then be used in your business rules to perform actions like automatically assigning tickets to specific groups.
To learn more about using custom ticket fields in business rules, check out the originalZendesk help article.
More related questions
What are the limitations of using custom fields in Zendesk views?
While custom fields can be added to Zendesk views, there are some limitations to be aware of. Multi-select fields, for example, are not supported in table columns. Additionally, the sort order of custom-field columns in views is determined by the…
How do required fields affect automations in Zendesk?
In Zendesk, automations can set a ticket status to Solved even if required custom fields are blank. This happens because automations check their own conditions, not the ticket field conditions. To ensure required fields are completed before an…
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Can I modify tags generated by custom ticket fields in Zendesk?
Yes, you can modify the tags generated by custom ticket fields in Zendesk. When you create drop-down or multi-select fields, Zendesk automatically generates tags for each field option. You can edit these tags by modifying the Tag field associated…
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