Title
This will appear when the step is being run in Sidekick, and helps provide instruction to the agent. For example, if you want to update a products serial number ticket field, you can use the title “What’s the serial number?”. If the Automatically Run Step? box is checked (see below) instructions to the agent are unnecessary, so we recommend describing what this step is doing in the background with an ellipsis (…) at the end. For example, “Adding serial number to ticket field…”Automatically Run Step?
This checkbox will make the entire step run automatically. This is useful when you want to speed up a Flow that doesn’t need manual inputs. However, be careful with this checkbox since it will run the step on its own without an agent double-checking anything. Also, if you have any fields checked as Manual (see below) they will be ignored if the entire step is set to run automatically.Enter Values
This is where the magic happens. Here’s what the different columns do:- Order column
- This arranges the order of the ticket fields if and when they’re presented to the user. To move a field up the list, choose a lower number, and conversely if you want a field lower down the list give it a higher number.
- Zendesk: Field Name
- Here you select from a dropdown menu which Zendesk ticket field you want to update. Standard and custom fields are supported.
- Value
- This is what you want to write in the corresponding ticket field. Depending on the field type, you can enter text directly, select from a dropdown, or check a box.
- You can also use the button to pull in a variable from another Zendesk field or from another system entirely, as long as you’ve set up that separate integration in FlowEQ.
- Trash can
- Use this red icon to delete an unnecessary field.
If you choose the “Ticket Tags” field, any tags entered in the step will add new tags to the existing list of tags. It will not remove any tags as part of the update.