In this Article
Is it better to use Add Tag to Ticket rather than Set Custom Field Value?
How to update a Custom Field with Ticket Classification
Is there a relation between the Tags Ticket Field and the Tag set in a Custom Field?
Is it better to use Add Tag to Ticket rather than Set Custom Field Value?
When setting up a Ticket Classification Workflow, we recommend using Add a Tag rather than Update a Custom Field.
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 Ticket Classification Workflows.
For more information, see below for details on using Set Custom Field Value. Refer also to Configuring the Workflows for Ticket Classification.
How to update a Custom Field with Ticket Classification
The following explains how to update a Custom Field in a ticket with the Ticket Classification Workflow. 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 add a prefix,
The following is example of a Zendesk Custom Field that is set up with the following for each Value and Tag. In this example, the Tag has been configured to add the prefix "topic_" to the Value.
When setting up the Ticket Classification Workflow, you select the Value not the Tag.
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.
Is there a relation between the Tags Ticket Field and the Tag set in a Custom Field?
There is a relation between the Tags field and the Tag set in a Custom Field.
- If you are using Add a Tag and use the text that is set as a Tag in a Custom Field, this will also automatically select in the Custom Field (as the Value in the Custom Field).
- This is the same as if the text from a Tag in a Custom Field is added manually to the Tags field, when the ticket is submitting this will automatically select it in the Custom Field (as the Value in the Custom Field).