Read Zendesk ticket fields by name
Module · Stable
Resolve a ticket’s custom fields by their human name, so an instance swap doesn’t break the flow.
Reads the Zendesk instance’s ticket-field catalogue and returns the custom fields keyed by their human name — bike_model, order_id — rather than by the numeric id Zendesk assigns. Custom-field ids are per-instance: the field called ‘Bike model’ is 900002 in one Zendesk and something else entirely in the next. A flow that hardcodes the id keeps running after the instance is swapped and silently reads nothing, because the id simply isn’t there any more — no error, just empty values and a draft written from missing facts. Reading through this node instead means swapping test Zendesk for production is a credential change, not a flow rewrite. Give it a ticket_id to get that ticket’s values; leave it empty to get only the name-to-id map. Branch on found to handle a ticket whose intake fields are blank.
When to use
Section titled “When to use”Whenever a flow reads a Zendesk custom field — the intake form’s Topic, bike brand / model / year, or an Order ID. Use it before any step that branches on one of those values, and reference the value as fields[‘bike_model’] rather than reaching into custom_fields by id.
When not to use
Section titled “When not to use”Not for a ticket’s standard fields — subject, description, status, tags and requester already arrive on the trigger’s typed context, and their names never shift between instances. Not a write path either: this only reads, so changing a field value is a separate step.
Inputs
Section titled “Inputs”Configured per use: ticket_id.
Outputs
Section titled “Outputs”Requires
Section titled “Requires”the zendesk integration
Auto-generated from the skill registry (load_skills()). Do not edit by hand.