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How to Set a Dropdown Field Value When Trigger Data is Text (Assign ZenDesk Custom Field Dropdown to Google Sheet Cell Value)

  • 21 November 2020
  • 8 replies

Hello! Thanks in advance for your help.


I have a column in a Google Sheet that contains a text value. When a zap is triggered, I want the text value in that column to be assigned to a custom field on a ZenDesk Support ticket. The problem is that the ZD custom ticket field is a Dropdown list (and the field type cannot be changed).

Let’s say the ZD custom ticket field dropwon offers these choices:


My Google sheet column contains the same values.

The ZD fields can be set to have the options in different orders, so I suspect that there is an internal value of some sort.

How do I set the ZD field with my Google Sheets value?






Best answer by AlanAdler 22 November 2020, 19:44

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8 replies

Userlevel 7
Badge +9

Hello! Sorry for the back and forth - I’m not explaining myself very well. 

What I would like to see is: 

  1. A screenshot of your Google sheet
  2. A screenshot of the whole zap configuration (entire card) 
  3. And please show me what is in Jira status and not the custom tab


Userlevel 7
Badge +9

Hello! Quick question to get you on your way here. 

When you go to create the value in Zendesk - Do you see the drop-down values?

Can you share a screenshot of what you do see please?

Hey, Andy. Thanks! Here is the dropdown:



FYI, I have tried passing the text and an array index number and end up with this in testing:


jira_status_360038706952 null



Userlevel 7
Badge +9

And can you show me what you see in Zapier please?

Hey, Andy. Here you go:




Hey, Andy. Thanks for sticking with me! Your questions lead me to my answer!

When I viewed Jira Status, I saw what turns out to be the internal ZD value. I did a test and passing triage_ for Triage worked! 

So I just will endeavor to use a Formatter step to map those values to the spreadsheet values.

Thanks so much for your assistance. Have a great day!



Userlevel 7
Badge +9

Haha! I thought they might :wink:

Glad to be of help