Trigger + Webhook: Send multi-select custom ticket field to a different ticket (multiple values issue)

Hi everyone,

I’m trying to send the selected values of a multi-select custom ticket field from one ticket to a different ticket using Zendesk triggers and webhooks.

Setup:

• Trigger: fires when the source ticket is updated
• Action: Notify active webhook
• The webhook updates the target ticket using the Zendesk Tickets API
• Webhook is created and tested successfully.

This is the JSON.

{
 "ticket": {
   "custom_fields": [
     {
       "id": 33766991659677,
       "value": ["{{ticket.ticket_field_33766991659677}}"]
     }
   ]
 }
}

Problem:

When only one value is selected in the multi-select field on the source ticket, everything works correctly and the target ticket receives the value.

However, when multiple values are selected in the multi-select field, the trigger runs but the multi-select field on the target ticket becomes empty, instead of being updated with all selected values.

I couldn’t get this to work as expected when multiple values are selected.

• Is there any Zendesk-native way (Triggers + Webhooks only) to send all selected values of a multi-select field to another ticket?
• Or is there a known limitation / recommended workaround for this scenario?

Thanks in advance.