We're requesting the ability to explicitly set a ticket field to null (empty/cleared) using the built-in "Update ticket" action node in Action Flows. This affects our entire support operation, as the flow in question runs on every single ticket and is responsible for dynamically setting field values based on other field conditions.
What problem do you see this solving?
There is currently no way to clear a ticket field value through the "Update ticket" node, which means action flows can only add or change values — never remove them. This makes it impossible to build fully reversible automation logic where a field should be unset when certain conditions are no longer met.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
This affects us continuously, as the flow executes on every ticket. The core issue is that when an agent sets a field value by mistake, the action flow cannot reverse that by clearing the field — it can only overwrite it with a different value. This breaks our field-dependent logic and leads to incorrect downstream behavior that agents then have to catch and fix manually. Because the automation is meant to be the single source of truth for these field values, the inability to nullify undermines the reliability of the entire workflow.
Are you currently using a workaround to solve this problem?
We previously used a workaround where we referenced another empty field and passed its value as a variable into the target field, effectively writing a null. However, this workaround recently stopped working and now returns a 422 error, leaving us with no viable path to clear field values through action flows.
What would be your ideal solution to this problem? How would it work or function?
The "Update ticket" action node should either offer an explicit "Clear value" or "Set to null" option for each field, or accept empty value.