Zendesk Ticket Update with Survey Lauch

Question

We're not getting much insight from support into solving our Zendesk use case problem other than "its Zendesk problem" but I have a hard time believing that what we're doing is an edge case. We are using the workflow template but the final task isn't letting us update a ticket if we are not updating fields that are required on the ticket itself. The fields that cause the error are fields are required to close, therefore are populated before our distribution trigger kicks-off. They are also dropdowns in Zendesk but the task doesn’t let us just pipe the selection that came in with the task back to the case to update the field we want to. We’re just trying to add a tag that a survey was sent so we don’t erroneously send surveys if the ticket is reopened or updated in Zendesk after the survey is distributed. Has anyone else seen this or found ways to accomplish this with the Zendesk extension. I suspect we’ll have the same issue when we try to send the satisfaction score back to the case after the survey is completed, but we haven’t been able to test it yet.

mike_christopher · Answer

Our zendesk admin ended up fixing the problem with Automation on that side.

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