If I create a sunshine custom object "root_causes" and populate it with data. Also, I create a custom dropdown field, namely "Root Cause", on ticket form.
Can I populate values in this ticket dropdown field "Root Cause" from the sunshine custom object "root_causes" data?
Please suggest. Thanks.
Rishi
Thanks Eric. But I don't just need to set the value at the time of ticket creation. I have some data stored in Salesforce, which keeps changing. I want to create options in dropdown field using this data. For example, products.
What could be the best approach to do it?
No problem Rishi.
Unfortunately our Salesforce integration only supports single-directional ticket sync from Zendesk to Salesforce, and not the other way around. So there's not a way to sync data/field values from a Salesforce case to a Zendesk ticket.
Your best option would be using our APIs to update your Zendesk tickets and their fields, but you'll likely need some custom script in Salesforce to fire the API calls when needed. https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket
Eric G. Gao | Technical Support Architect | Zendesk
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Hi Rishi,
By default, it's not possible to populate ticket dropdown fields using Sunshine custom objects. In order to auto-populate the dropdown fields, you'll need to create a trigger that'll set the field to a specific/static value. Note that you won't be able to reference/define the custom object's value in the trigger itself.
Eric G. Gao | Technical Support Architect | Zendesk