I'd like to set up a trigger for when we link a Zendesk ticket to a JIRA ticket, via the two way integration. When that linkage happens, a "jira_escalated" tag gets added to both Zendesk and JIRA tickets. As part of that, I'd like to set up a one time automated trigger for reporting to note in one of my custom fields that the ticket has been escalated. As of today, there is no ability to trigger "X tag has been added to tags field". Wondering if anyone has that same use case.
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You can create a trigger that fires when a ticket is updated and contains the tag 'jira_escalated'. You can have this trigger update the custom field to indicate that the ticket has been escalated or tagged. Example:
If your custom field is a text or multi-line field – there's no native option for triggers to perform actions on those field types. A workaround that you can explore in this case is through webhooks. You can set up a webhook that will push an update to a text or multiline field; your trigger's action will be to notify that target. Note that this is not a recommended and supported workflow, but if you're looking for a workaround, then this is something that you might want to look into. You can check out this post.