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Automatically Populate custom ticket fields when one field is set manually

Mira
It would be great if we could in some way make custom fields dependant on one another in a ticket.
 
Our business is a marketplace where merchants come together to sell to customers. So multiple merchants may sell things to various customers. We are the middle man and handle all communications with the customers and with the merchants. They do not speak directly to one another. This is a common scenario for many businesses these days (Groupon, Rideshare, e-commerce, gig economy companies, etc.) Zendesk doesn't accommodate this dual customer use case.
 
For example (my dream scenario):
  • Create a new ticket
  • Set the requester as an end-user that is unaffiliated with an organization
  • Choose an organization from a customer dropdown ticket field
  • Other dependant custom ticket fields automatically fill with certain information (return address, shipping disclaimer, other organization fields we have)
  • Use a macro created to auto-fill these custom fields into the ticket comments
  • Submit the ticket

We hit these roadblocks: getting the organizations listed in a synced dropdown ticket field and making ticket fields fill in based on the organization picked.

6 Kommentare

  • Mike Davis

    Have you looked at using triggers w/webhooks? We do something similar, where update the ticket with organization address, and other custom field values. 

    0
  • Mira

    Oh, interesting. I have not looked into this (I'm not an Engineer and JSON is foreign to me), but this might be a solution our Engineering Team can help with...

    0
  • Margaret Boisvert

    It would be helpful to be able to have this happen as the form is being filled out so that you can see what fields are being filled in, rather than having to wait until the ticket is submitted and then having the fields filled in.

    Basically, it would be conditions that populate a field rather than make it visible

    2
  • John DiGregorio

    Has anyone found a way to fill in organization data at the ticket level before the ticket is saved?   

    1
  • Kieran Thorpe
    • Bearbeitet

    Id love to be able to do this too. Using the workaround above isn't feasible as that means I cant set the fields I want to be filled in as required opening us up to sloppy ticket logging.

     

    John DiGregorio - Not sure I'm following what you mean? Could you explain in a little more detail?

    0
  • Kieran Thorpe

    Sorry i know this is ages since you asked me to clarify but i missed your response.

    as i understand it, Using a webhook will only apply at the point of a ticket update being submitted, this means that any fields we want to intelligently populate based on a previous fields answer cannot be set as required fields, in our cases there are also going to be scenarios where some answers result in it being populated but some that would not - however i would not then want agents to have to option to just leave the field blank.

    0

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