In this Article
When using Categorize, it is better to use Add Tag to Ticket rather than Set Custom Field Value?
How to update a Custom Field with using Categorize in Triggers+ChatGPT
Is there a relation between the Tags Standard Ticket Field and the Tag set in a Custom Field?
When using Categorize, it is better to use Add Tag to Ticket rather than Set Custom Field Value?
When setting up a Triggers+ChatGPT Workflow to Categorize a ticket, we recommend using Add Tag to Ticket as the Zendesk Action, rather than Set Custom Field Value.
Due to the way Zendesk works, using Add Tag to Ticket as the Zendesk Action is more straight forward and less likely to cause confusing when setting up, testing and maintaining the Custom Fields and the Triggers+ChatGPT Workflows.
For more information, see below for details on using Set Custom Field Value. Refer also to Configuring the Workflows - OpenAI ChatGPT Action.
How to update a Custom Field with using Categorize in Triggers+ChatGPT
The following explains how use Categorize in the OpenAI ChatGPT Action in the Triggers+ChatGPT Workflow when you want to update a Custom Field in the ticket. It also explains how this updates the ticket. The way this works is due to how Zendesk updates the tickets in this instance.
When setting up the Custom Field in your Zendesk Admin Center, the Custom Field holds both a Value and a setting for Tag.
By default, the Tag is set the same as the Value, formatted in lowercase and with spaces replaced by underscores (_). You can change the Tag, for example, to remove or change the prefix.
The following is example of a Zendesk Custom Field "Topic" that is set up with the following for each Value and Tag.
When setting up the Categorize action in the Triggers+ChatGPT Workflow, for the Categories, you need to add this in the way the Tag is shown not as the Value.
For example, in the following Action, the Category is set as "topic_cancel_subscription" to match the Tag in the Custom Field (not the Value).
The Tag can be added to the Workflow with a space instead of the underscore, and can be in upper and lower case. But if you have included a prefix in the Tag, this must be included in the Workflow.
So, in this example, this has been added as "topic_cancel_subscription" which is exactly the same as the Tag in the Custom Field. But in Triggers+ChatGPT, this would also if this as added as "topic cancel subscription", "Topic_Cancel_Subscription" or "Topic Cancel Subscription".
When the Workflow is triggered, the following happens:
- The Custom Field is updated and set as the Value from the Custom Field.
- The text from the Tag in the Custom Field is added to the Tags field in the ticket.
- In the backend (and Zendesk API) this is held as the text from the Tag in the Custom Field.
In the following example, ChatGPT detected the text "cancel my subscription" in the customer message which triggered the Triggers+ChatGPT Workflow.
- This selected the Topic Custom Field as "Cancel subscription" using the Value from the Custom Field.
- It also added "topic_cancel_subscription" to the Tags in the ticket using the text from the Tag in the Custom Field.
Is there a relation between the Tags Standard Ticket Field and the Tag set in a Custom Field?
There is a relation between the Tags standard field and the Tag set in a Custom Field.
- If you are using Add Tag to Ticket and use the text that is set as a Tag this will also automatically select in the Custom Field (as the Value in the Custom Field).
- If the text from a Tag in a Custom Field has been added as one of the Tags standard field, selecting this manually in the ticket and submitting will also automatically select it in the Custom Field (as the Value in the Custom Field).