For the moment, Zendesk doesn’t have a functionality to check the value of text ticket fields from business rules or views conditions. This can be quite inconvenient if we rely on the content of a text ticket field to show tickets in specific views or perform actions from triggers and automations.
The following steps will guide you, using an example, through the process of creating checkbox ticket fields, whose true or false values can be used from views and business rules conditions, that will reflect the existence of a certain string in a text ticket field. In our example we want to check if the User Feedback text ticket field contains the string Noreen.
Before starting, have in mind that this method has still some limitations: each checkbox ticket field will be tied to a certain text ticket field value. This means that if you need to use different text ticket field values, you will need to create new checkbox ticket fields for each one of them.
- First of all, go to your Admin Settings > Ticket Fields to add a new checkbox ticket field with the goal of checking one of the values of your targeted text ticket field.
- Finally, from Admin Settings > Triggers, add a new trigger to check if the targeted text ticket field contains the value that we’re looking for.
{
"ticket": {
"custom_fields": [{ "id": 654321, "value": "{{dc.asking_for_noreen}}" }]
}
}
The custom field ID 654321 represents the one assigned to the checkbox ticket field created during our first step and the dynamic placeholder {{dc.asking_for_noreen}} the one used by the dynamic content also created earlier.
I would recommend adding the two control fields included in my example’s conditions to be sure that your HTTP target is called only once per ticket and only when the targeted text ticket field is populated.
From now on, we will be able to check if the text ticket field User Feedback contains the word Noreen by looking at the value of the checkbox ticket field Asking for Noreen?
FIN
