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Update Ticket Fields

This action updates information on tickets in your PSA system. It can apply changes suggested by other smart actions or make specific updates you define.

Why is it useful?

Automating ticket updates ensures your data stays accurate and consistent. It saves time by handling routine updates automatically, so your technicians can focus on solving problems instead of updating fields.

What It Does​

Applies Smart Action Results: Takes suggestions from other actions (like Ticket Triage or Ticket Dispatch) and applies them to your tickets

Updates Specific Fields: Changes ticket information like status, priority, owner, or custom fields

Prevents Unwanted Changes: Can be configured to avoid accidentally clearing important field values

Logs All Changes: Records everything that was updated so you can track what happened

How It Works​

Step 1: Collect Update Instructions​

The action receives a list of changes to make, either from:

  • Previous smart actions (like Ticket Triage suggesting a new priority)
  • Specific updates you configure directly

Step 2: Apply Changes​

For each ticket and each field to update:

  • Finds the right ticket in your PSA
  • Updates the specified field with the new value
  • Follows your rules about whether fields can be cleared or not

Step 3: Record Results​

Documents what was changed and provides confirmation messages for your records

Configuration Options​

Update Sources​

From Previous Actions: Use suggestions from actions like Ticket Triage, Ticket Dispatch, or Customer Sentiment Analysis

Manual Updates: Set specific field values directly in this action

Field Protection​

Allow Clearing Fields: Choose whether the action can remove existing field values

  • Turn this ON if you want to allow fields to be cleared when appropriate
  • Keep it OFF (default) to prevent accidental removal of important information

Specific Updates​

When you want to make the same change to all tickets, you can set:

  • New Status: Change tickets to a specific status
  • New Priority: Set a particular priority level
  • New Board/Queue: Move tickets to a different board or queue
  • New Owner: Assign tickets to a specific technician

What You'll Get​

After the action runs, you'll see:

  • Event History: Detailed record of all changes made
  • Internal Summary: Messages for your team about what was updated
  • Confirmation: Verification that changes were applied successfully

Common Use Cases​

Apply Triage Results​

Setup: Use after a Ticket Triage action What it does: Applies the priority, type, and category suggestions from the triage process Result: Tickets are automatically categorized correctly

Assign and Update Status​

Setup: Use after a Ticket Dispatch action What it does: Assigns tickets to the suggested technician and updates status to "Assigned" Result: Tickets are routed to the right person and status reflects the assignment

Post-Resolution Updates​

Setup: Trigger when tickets are marked as resolved What it does: Sets custom fields like "Resolution Code" or updates billing categories Result: Proper documentation and billing information is captured

Bulk Status Changes​

Setup: Use in scheduled workflows to update multiple tickets What it does: Changes status of tickets that meet certain criteria Result: Consistent status management across your ticket system

Best Practices​

Combine with Smart Actions: Use this action right after smart actions that suggest changes - it's designed to work together with them.

Be Careful with Field Clearing: Only enable "Allow Clearing Fields" when you specifically want to remove information. Keep it disabled to prevent accidental data loss.

Use for Consistent Updates: When you need to make the same change to multiple tickets, use the manual update options rather than doing it by hand.

Check Custom Field Names: Make sure any custom field names match exactly what you have in your PSA system - small spelling differences will cause updates to fail.

Review the Results: Check the Event History regularly to make sure updates are working as expected and to catch any issues early.

Test First: Before using this in important workflows, test it with a few tickets to make sure it behaves as you expect.

Example Workflows​

Smart Triage and Apply​

  1. Ticket Triage - Analyzes new tickets and suggests priority, type, and owner
  2. Update Ticket Fields - Applies all the suggestions from the triage
  3. Result: New tickets are automatically categorized and assigned

Dispatch and Schedule​

  1. Ticket Dispatch - Suggests the best technician for a ticket
  2. Update Ticket Fields - Assigns the ticket to the suggested technician and sets status to "Scheduled"
  3. Result: Tickets are routed efficiently with proper status tracking

Quality Control​

  1. Ticket QA - Reviews completed tickets and assigns quality scores
  2. Update Ticket Fields - Saves the quality score and feedback to custom fields
  3. Result: Quality metrics are automatically tracked on every ticket