Create ticket functionality with drop down values having data relationship

Beantwortet

3 Kommentare

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello Gulzar Shikalgar,

    For a small number of sites, you can utilise custom ticket fields and conditional forms. You will basically create separate drop down field for the machinery of each site that will appear/disappear based on the user selection in a previous custom field representing the site. However, this can get messy as the numbers increase.

    You may get better data overview and personalized experience with sunshine custom objects using one of the free or paid marketplace apps. This will work great with some customization to your request submission page that identifies your users and their related sites and machinery.

    Full disclosure: I am the developer of some of those apps.

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  • Gulzar Shikalgar

    Hello Ahmed Zaid

    Thanks for pointing us to Custom object, we have explored them and creating relation between our objects and Zendesk object such as organization and user might be the right approach.

    The main challenge we have is how to do customization of request submission page, with drop down values from custom objects-relationship. Are there any out of the box plugins/apps or implementation available? 

    I am guessing we will have to implement whole custom page to meet our requirement as per Creating custom pages in the help center.

     

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  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello Gulzar Shikalgar,

    One way I would do it is by some frontend development to the new request template where you call custom objects API to retrieve the user related objects. This should not be a problem for authenticated users if the proper permissions are set on the object type and relationship type.

    After that, you would need to use the retrieved objects to create a drop-down input. Then you use the selected option to populate a hidden ticket custom field.

    No doubt it needs a bit of effort. So, let me know if you have any questions.

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