Prepopulate custom dropdown based on user's organization

6 Kommentare

  • Nicole S.
    Zendesk Community Team

    Hey Nathaniel - 

    Thanks for sharing your interesting use case. I don't have an answer for you off the top of my head, but we'll do some poking around for you, and hopefully someone from the Community or one of our Mods will be able to jump in with some ideas for you!

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  • Dan Cooper
    Community Moderator

    I‘m in Arizona and my team does scheduling so Time Zone is a big deal.  However, because most of our clients are in Arizona we don’t need time zone for most.  However, because we don’t use daylight saving here, those that do live in other places submit tickets to us to schedule and they get messed up too often because of misunderstandings of what the time adjustment should be (some clients do the adjustment for us, sometimes it’s right, sometimes it’s wrong...etc).  

    We have a checkbox that asks if they are submitted for a Non AZ Time Zone.  This checkbox reveals a drop down of options only if they are submitting the non-default.  You could do something similar. Assume its for the main organizational plant.  If not, let them choose from the drop down if it’s for another location. You could hide it behind a checkbox like us.  or just leave an optional drop down for your customers to fill out.  We use the checkbox because then we can require the drop-down when revealed, but on only if it’s revealed to reduce Arizona time zone people from having to submit, or submitting incorrectly.  

    If you need every ticket to have that drop down filled out, you could build a trigger that looks at the organization, and if the field is blank, set the drop down to match the organization. This may be several triggers, but it could work. 

    I hope this example helps! 

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Daniel!

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  • Nathaniel Erlandson

    @Nicole thanks I'd appreciate any info you can find, as this would be a great thing to add. During the rollout, we had several users who complained about the dropdown field not being able to autocomplete, and that they'd have to scroll through the options list to find their location each time.

    @Daniel that's a solid idea and one I didn't really think about. Personally I would really like it so they see their plant location in the field, as we have different cases where someone just bounces between two plants, and so the inevitable "Oh I thought my main location was X, not Y" would likely occur. Regardless, your idea would likely work for the majority of users.

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  • Nicole S.
    Zendesk Community Team

    Hey Nathaniel - 

    Daniel's idea is the best one I've come across; I'd suggest trying that out. 

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  • Dan Cooper
    Community Moderator

    Another option would be to place them in multiple organizations. Then the ticket form would ask them to select an organization before submitting as a required field.  By default, it will show their default organization, then they could choose their appropriate organization as needed for different locations.  The catch here, is that they have to be in every organization they might go to.  Instead of using a custom field, you’d be using the built in organization field for this function. 

    If you’d like to try this, you can enable Multiple organizations under Admin > Customers and check the box to Allow users to belong to multiple organizations.

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