This feature streamlines ticket management by automatically filling ticket custom fields with information from associated contacts or contact groups. This automation ensures consistent and accurate data handling during ticket creation, updates, and time-triggered events.

Key Benefits:
Time Efficiency: Eliminates manual data entry, saving time for agents.
Data Accuracy: Ensures consistent and error-free field values.
Enhanced Insights: Provides reliable data for analysis and reporting.
Operational Streamlining: Reduces agent workload, boosting overall efficiency.



Reference Field Requirements
Module - Specific Dependency
Contacts - The ticket requester must be an individual contact.
Contact Group - The requester must belong to a group; if multiple memberships exist, only the primary group is used.
Supported System Fields by Module
Tickets - Status, Priority, Category, Type
Contacts - Name, Display Name, Address, Time zone, Language, External Reference Id, Job Title, Mobile Number, Phone Number, Email, Notes
Contact Groups - Name, Description, Address, Notes, External Reference Id


Field Mapping for Custom Fields

Custom fields in tickets must match their corresponding types in the source module to ensure proper data population.

Field Type Reference Field Type
Text Box (Single/Multi Line)

All Fields

Single Select Dropdown

Single Select Dropdown

Multi Select Dropdown

Multi Select Dropdown

Date

Date

Datetime

Date and Datetime

Numeric

Numeric

Decimal

Decimal

Yes/No or Check Box

Yes/No and Check Box

For mapping to be successful, dropdown fields in the source and target modules must have the same values.
Limitation:
Only applicable to ticket module custom fields.
Proper mapping between source and target modules is required.
Field mapping for custom fields will be updated depending on the presence and accuracy of contact or group data.



Rule creation steps for a reference field

Follow the given steps to create a rule for a reference field.

Navigate to Admin > Ticket Automation > Update trigger.
Define the rule name and description.
In the Action tab, select the target custom field (ensuring it is a part of the relevant ticket form/brand).
Choose the Copy value from option.



5. Select the source module and the corresponding reference field

6. Save the rule.

After updating the ticket property, the rule will be executed.







































Frequently Asked Questions (FAQs)

1) What is the “auto‑populate ticket custom fields from contacts or contact groups” feature, and when does it run?
It’s an automation that copies values from the associated contact or contact group into ticket custom fields. It runs on ticket creation, on ticket updates (via update triggers), and on time‑triggered events. Updates are recorded as performed by System Automation.

2) What prerequisites must be met for values to be copied from a contact or contact group into ticket custom fields?

The target field must be a ticket custom field present on the ticket’s form/brand.
To copy from Contacts, the ticket requester must be an individual contact.
To copy from Contact Groups, the requester must belong to a group; if the requester is in multiple groups, only the primary group is used.

3) Which source fields are supported, and how should field types be mapped to ticket custom fields?

Source fields:
Tickets: Status, Priority, Category, Type
Contacts: Name, Display Name, Address, Time zone, Language, External Reference ID, Job Title, Mobile Number, Phone Number, Email, Notes
Contact Groups: Name, Description, Address, Notes, External Reference ID
Type mapping (source → target ticket custom field):
Text (single/multi‑line) → Text
Single Select Dropdown → Single Select Dropdown
Multi Select Dropdown → Multi Select Dropdown
Date → Date
Datetime → Date or Datetime
Numeric → Numeric
Decimal → Decimal
Yes/No (Checkbox) → Yes/No (Checkbox)
Note: For dropdowns, the option values must match in both source and target.

4) What limitations apply, and why might a field fail to update even when the rule exists?

Limitations: Only ticket custom fields can be targets. Proper type mapping between source and target is required.
Common causes of no update:
The ticket’s form/brand does not include the target custom field.
Type incompatibility or dropdown option mismatch between source and target.
The requester does not meet module requirements (not an individual contact, no primary group).
The relevant trigger never fired (e.g., no qualifying update or time event).

5) How do I create a rule that copies values from a contact or contact group into a ticket custom field?
Go to Admin → Ticket Automation → Update trigger → Create rule (name + description) → in Actions, select the target ticket custom field → choose Copy value from → select the source module (Contacts, Contact Groups, or Tickets) and the reference field → Save. The rule executes when its trigger conditions are met.