Workflow: Updating ticket field values using a CRM action in an advanced email AI agent

If you connected an advanced AI agent to email, you can use the Update ticket info CRM action to update a ticket field based on the conversation between an advanced AI agent and a customer. This works for system fields and custom fields.

This article describes three example workflows where this action is useful. This article contains the following topics:

Example 1: Update a custom drop-down field

Example 2: Update a custom field with an entity value

Example 3: Link problem and incident tickets

Example 1: Update a custom drop-down field

The example below creates an action that you can use to update a drop-down custom field. This example assumes you already created a custom drop-down field.

To create a CRM action that updates a drop-down field:

In Admin Center, open the custom field you want your action to update

Make a note of the values in the Tag column

In AI Agents - Advanced, select your advanced AI agent

Create a CRM action with the following details:

Target: Zendesk Support

Task: Update ticket info

Field to update: Select the custom field you want the action to update

Value: Enter the tag value you noted earlier

(Optional) Repeat the previous steps as needed to create actions that set other values

Add the action you created at the AI agent level, use case level, or block level

Example 2: Update a custom field with an entity value

The example below creates an action that updates a custom field (in this case, a phone number) using a value stored as an entity. This example assumes you already created a custom ticket field for a customer’s phone number.

To create a CRM action that updates a custom field with an entity value:

In AI Agents - Advanced, select your advanced AI agent

Create a custom entity to hold the value of a customer’s phone number

Create a CRM action with the following details:

Target: Zendesk Support

Task: Update ticket info

Field to update: Select the custom field you want the action to update

Value: Enter the name of your custom entity enclosed in double brackets. For example, {{phoneNumber}}).

Add the action you created at the AI agent level, use case level, or block level

Example 3: Link problem and incident tickets

The example below creates an action that links problem and incident tickets, which is helpful for incident ticket management. In this example workflow, you must add the action at the use case level. This means the action is triggered anytime the use case associated with the problem is detected. When an incident occurs, you can link any incoming ticket to the overall problem ticket.

For more information on the problem-and-incident tickets workflow, see Working with problem and incident tickets.

To create a CRM action that links problem and incident tickets:

In AI Agents - Advanced, select your advanced AI agent

Create a use case that corresponds to a problem

Create a CRM action with the following details:

Target: Zendesk Support

Task: Update ticket info

Field to update: Type

Value: incident

Field to update: Problem ticket ID

Value: Enter the ID of the problem ticket

Add the action you created at the use case level