Hei!
So I realized that my tags are not being added to the existing tags that are added to new tickets. Then I found the additional_tags that should be used but still not working.
I am a bit stuck as I have no idea what else I can do about it. It seems like a small thing but I cannot get it figured out.
Hope someone can please help!
Tags on tickets is enabled and automatic tickets is disabled (even though when a create a ticket via api there is automatic ticketing based on fields). Just wanted to mention this. There must be soem other underlying reason or parameter?
Really hoping someone can help me with this. I am very confused since the settings say one and the actual api call does another. I really need to manage sending in the tags and everything I have tried does not work.
Hi, i've the same problem.
I've my Webhook: PUT https://domain.zendesk.com/api/v2/tickets/{{ticket.id}} with that call
{
"ticket": {
"id": {{ticket.id}},
"requester":{"email":"{{ticket.ticket_field_option_title_14712831286045}}"},
"priority": "normal",
"additional_tags": "{{ticket.ticket_field_option_title_14712831286045}}"
}
}
And doesen't work.
I've tried also with "additional_tags": "test" and nothing
Thanks
Hi there! I took a look at some of the logs for your account and I saw that the custom field that you're referencing is empty. So with that field being empty, there isn't going to be a way for it to populate any associated values or tags. I would recommend reaching out to our Advocacy team so that they can troubleshoot this issue with you to see what you're trying to do and get you moving in the right direction.
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Could you take a look at the triggers that are performing the automatic tagging and see if they are using the "set tags" or "add tags" action? If the triggers are using "set tags", it's likely that the action is overriding the tags being sent in the initial new ticket API call.
Look forward to hearing from you!
Tipene