How to update a dropdown menu with Ticket Parser

To learn how to update a dropdown menu with the Ticket Parser, watch this step-by-step video guide: Click here to watch the video.

Zendesk dropdown fields accept only their predefined tag values, not the visible labels shown to agents.

To update a dropdown field using the Ticket Parser app:

1. Use the "Search and Replace" function to detect specific patterns with regex.
2. Map each pattern match to the correct tag value of the dropdown option you want to set.
3. You'll need to create a separate search-and-replace rule for each dropdown option you want to match and update.

Tip: You can find the exact tag values by checking the ticket field settings in your Zendesk Admin Center.

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