Updating custom field in Zendesk

Zendesk offers a wide range of custom fields that babelforce can update depending on your business needs. In this article, we'll check which fields Zendesk offers and how we can update them using babelforce automations (Integrated Processes > Global automations or Local automations).

Zendesk custom fields 

Here is the list of Zendesk custom field types:

1. Text

2. Drop-down

3. Checkbox

4. Number

5. Decimal

6. Multi-line

7. Date

8. Multi-select

9. Regex

10. Lookup relationship

In general, you can update a custom field using either a "Create ticket" or "Update ticket" automation. In each case, you will see this Custom Field cell. By clicking the "Add" button you can include a new update in your automation:

Once you add the fild it looks like this:

In the first cell, you need to provide the field ID - you will find it in your Zendesk's Admin space: https://{yourdomain}.zendesk.com/admin/objects-rules/tickets/ticket-fields

In the second cell, you define the value that you want to push to Zendesk. The format of the value is defined in the custom field type and when you build your automation, you need to follow the requirements of each type.

Updating custom fields via automations

Let's have a look at the most common custom field types and how you can update them using babelforce automation:

Text - this one is simple - you can add here a word or several of them.

Example 1:

Example 2:

Drop-down - you can choose here from the options you define when creating this field. Each of these options has a name and a value. The name is visible in the ticket, but the value can be checked via API - get your ticket field's details

 https://{{subdom}}.zendesk.com/api/v2/ticket_fields/:id

and check the value for the particular field name. In the automation, you need to include the value (and in the ticket you will see the name).

Example:

Checkbox - add a yes or no option in the form of a checkbox. In babelforce automations, yes would be represented as true, and no as false.

Example:

Number - add a number with no decimal. If you're using here a placeholder, remember that if you push a non-number string here, it won't work. Always use a placeholder that will be shown as a number.

Example:

Decimal - add a number with a decimal. This is a good field to show the duration of something, for example, talk time or wrap-up time, that will be shown as a decimal.

Example:

Multi-line - add a few lines of text. This is a good field if you want to push a longer text (however, in most cases, you would still send this to a comment field).

Example: