Question

Regex field isn't dynamic

Forum|Forum|2 years ago
December 13, 2023
3 replies
33 views

I'm experiencing an issue with a regex custome ticket field. I have to update the ticket to see an error message saying the value isn't correct.

When you create the custom field in the admin center, it's dynamic, with some text in red saying the value is incorrect.

But when you're in the ticket, it's not dynamic anymore.

Any suggestions ?

workspaces

Paolo14

Employee

Hi Henri,

I tried replicating this on our Sandbox environment but there will always be an error if you will input an incorrect format in the Regex field. This is a ticket from an agent's perspective.

Can you share more information on what you see on your end, and what is your expected result? If you'd like to go into detail, I highly suggest reaching out to our Support Team to discuss this further. More information here: Contacting Zendesk Customer Support

Best,
Paolo | Technical Support Engineer | Zendesk

henri.mercierAuthor

Hi Pablo, I'm experiencing the same issue. The key here is that you need to update the ticket and then click on "send as" to view the error message. Rather than displaying the error message after the update, the system should show it if the regex format isn't correct after entering data in the custom field (similar to how it works in the admin center when setting up a Regex custom field).

Kind regards

Paolo14

Employee

Hi Henri,

This is the expected behavior in the Support UI. Unfortunately, there is no setting that can change the behavior as it is hard-coded in the system. We'll consider this as a product feedback. Thank you!

Best,
Paolo | Technical Support Engineer | Zendesk

Sign up

Login with SSO

Login to the community

Login with SSO