We have a situation here where, on creation of a new ticket, I can enter a customer reference (Customer - a field with a set of values I have to pre-populate within the Ticket fields) which is simply duplicated data from the list of Organisations we interact with. I also have some site specific information that, ideally, I'd see populate the Ticket field I have also created for that purpose...an example...
Release Level (a field indicating the customer/organisation's) latest release of our software they are using.
At present this creates additional effort to ensure the non-denormalised data from Organisation is transposed into the Ticket field as well as having to maintain a interal (Ticket) list of possible value (for both Customer and Release Level). I have other fields but these are just key examples.
As software developers ourselves using relational databases it seems counter-intuitive to have to do this with the native ZenDesk offering - you imagine that it'd simply be a given that you'd be able to drop an organisation and user field into the ticket definition allowing you to select from the valid values (or have items prefilled accordingly...i.e. I enter Organisation 'Name' in my Ticket and ZD recognises another field from Organisation is defined to the ticket (Release Level) and pre-populates based on that KEY field from that row in the Organisation list.
This functionality clearly exists in some form when one creates/maintains a ticket because you can alter the Requester (for a ticket) and this IS obtainable from your presently defined User list. It does not make sense to me that this level of interaction does not exist between the 3 key aspects of ZD Support: Organisation, User and Ticket and the simple relationship that exists between them:
The denormalised and valuable data should, in my view, be 'inherited' by a Ticket if so desired.
I enjoy my use of ZD and it has personally helped me significantly organise my support desk workload but this limitation is a continuing mystery to me and is definitely a cause of frustration as it slows ticket creation and maintenance due to my constant need to verify the non-denormalised data for accuracy.
It would be great if ZD offered this capability to, as I titled my post, fully 'join up the dots' of the key items of CRM data: organisations, our users who work for them and the support tickets they raise.
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