Trigger condition with evaluation of the numeric value in ticket field

Hi @diogo13

The link to write an effective feedback post seems doesn't work..

Specific example is here: https://support.zendesk.com/hc/en-us/articles/4408832737818-Workflow-recipe-Creating-an-approval-process

Wen we need to manage an approval workflow process we have to manage many time treshold for the value in specific ticket fields, like "if ticket value is more than this.. trigger have to change the assignment group ticket and scale to Manager..".

In other process we need to perform calculation between value in different ticket fields to manage the trigger action, because the total value of the ticket is more than.. And the trigger has to assign it to the Manager approval..

This would be an extremely useful feature for me as well.

We currently have a short form containing text fields that users fill out and submit. I would like to be able to create a trigger based on the input of that field, but as mentioned above, the only current option is "Present" or "Not Present", which is not helpful for this use case.

It looks like you also cannot set a numeric field via a trigger. This is a major limiter to how useful this field can be. I'm going to have to go back to the drawing board for a project because of this. I'm trying prioritize based on the values in 3 separate fields, only 1 that is always present. I thought a matrix in the style of r-w-x would work well and make sense, but the system's not allowed to set a value for those fields. 

+1 About having more condition options using the Number field. I would have imagined that the main use case and selling point of this field would be the "less than/more than" conditions you could apply on it.

Hey team,

Would be really valuable to have something like this. 
We've come across a few examples where this would be very useful. 

Another vote for this, this would greatly help us automate certain cases.

We would appreciate the option for Is Greater Than / Is Less Than / Equals as well.

Our use case: We filter out certain tickets based on a number field, either these numbers are deprecated in a way, or numbers below a certain point should go to a different group for example.

Just got bit by both this issue and the fact that automations don't support numeric fields either. It would be super if we could be allowed to evaluate and act on data in our systems via the Triggers and Automations features. 

All data that goes in a field should be able to be evaluated and be acted on.

+1, this would really help us automate certain cases.

e.g: If the one of the ticket field (custom) value is 5001, I am should be to categorize the ticket automatically as >5000 category using a trigger.

Currently have to manually review and act on numeric fields for workflow processing...i.e. procurement request...does request require secondary approval based on $ threshold?  Would be very helpful to have a trigger automatically forward for approval prior to landing in procurement dashboard...

+1

I have a solution for this situation, you can read the field value via Liquid markup in a webhook.

In my case, I want to create a new priority field with more options and starting with a number, in order to sort tickets with it.

I also want to change the priority based on the value of another custom field.

I created a webhook to the endpoint ‘https://orenes.zendesk.com/api/v2/tickets/{{ticket.id}}’ and used it in a trigger with the following JSON:

{
 "ticket": {
   "custom_fields": [
     {
       "id": 19356697887122,
       "value": 
       {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
       {% if field_value >= 1000 %}
         "priority_0_critical"
       {% elsif field_value >= 500 %}
         "priority_1_urgent"
       {% elsif field_value >= 200 %}
         "priority_2_high"
        {% elsif field_value < 1 %}
         "priority_4_low"
       {% else %}
         "priority_3_normal"
       {% endif %}
     }
   ]
 }
}

Here ‘ 19356697887122’ is the priority field and ‘20703424763538’ the numeric field.

The line ‘{% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}’ multiplies the field value by 1 to convert from string to number.

The Liquid markup then checks the value and returns the corresponding field tag.

You will need to adapt the code for each case. For changing the group, the code should look like this:

{
 "ticket": {
   {% assign field_value = ticket.ticket_field_20703424763538 | times: 1 %}
   {% if field_value > 500 %}
     "group_id": 112233
   {% else %}
     "group_id": 445566
   {% endif %}
 }
}

(Note: I haven't tested this last code snippet.)

+1 on having a way to do this via the triggers UI 

We have partners who sometimes work with multiple customers at a time. So they may be submitting support tickets from the same email but for different customers. We collect the customer ID in our support form and our use case would be to have the ability to associate specific partners to specific Zendesk orgs by the customer ID and not by their email domain. However the current trigger UI only allows you to specify whether or not that numeric field is there. 

+1ing to add this. Really need to be able to base on a > or < number in one of my fields.

Would love to see this with the option to determine the action based on:
- starts with…
- ends in…
e.g.: Ticket ID ends in 09

+1 to add this.

Thanks for sharing the workaround Rafa D.

Tested the below liquid markup and worked → Group assignment based on the custom field “numeric” value.

{
 "ticket": {
   {% assign field_value = ticket.ticket_field_123456 | default: 0 | times: 1 %}
   {% if field_value > 10 %}
     "group_id": 123456
   {% else %}
     "group_id": {{ ticket.group_id }} 
   {% endif %}
 }
}

In my case, the liquid markup checks the custom field value (numeric)

default: 0 → IF the field is empty or null it defaults to 0.

If value is >10 → Assign to “x” group

Else → Leaves route it to the default group (based on triggers / routing)