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Ticket Field Titles

  • October 3, 2025
  • 1 reply
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Just trying to verify that `raw_title` and `title` are essentially the same thing w/re Ticket Fields - is that correct? 

 

In other words, whatever value you have for `title` MUST match the `raw_title` value or corresponding dynamic content text? I was experimenting with using `title` as more of a dev-identifier, and `raw_title` would be a version of the title that is displayed to agents. This way, if you have a group of fields that all can be broadly considered to function as something like “Sub-topic” and are conditionally shown based on the selection of a parent field hierachy, you could display it that way to the agent using `raw_title` while keeping your `title` field something more dev-descriptive like : “Orders Sub-topic”. 

 

If you have something like:

 

```

# the parent field

- title: “Topic”

  custom_field_options:

      value: orders

       value: accounts

```

 

and then 

 

```

# the conditionally-shown sub fields

- title: “Orders Sub-Topic”

  raw_title: “Sub-Topic”

  custom_field_options:

  …

 

- title: “Accounts Sub-Topic”

  raw_title: “Sub-Topic”

  custom_field_options:

  …

```

 

It would be nice if you could use `raw_title` to have the agent displayed name be something uniform for the two sub topic fields (e.g., just show “Sub Topic” for both), but have the actual `title` still be “Orders Sub-Topic” and “Accounts Sub-Topic”. The above example doesn't seem to work - if I were to try to update a ticket field with a `raw_title` something different than what is in `title`, the ZD API behavior seems to be to overwrite the `title` property with whatever is in the `raw_title` value.

 

I feel like ZD should support this - being able to separate `title` from `raw_title`. I'm wondering if it does and maybe I'm just not doing something correctly when managing these through the API.

 

1 reply

  • October 21, 2025
Hi Crawford, 
 
So raw_title is essentially the title field. However, raw_title would contain any dynamic content placeholders instead of the resolved dynamic content itself. Language translations is a great use case example for why this would be necessary to work this way. 
 
Hopefully this helps clear things up!