Custom Field Filtering

1 Kommentare

  • James Hanley
    Zendesk Product Manager

    Hey Stacy, thanks for detailing your use case, it's very helpful.

    I'm not sure if this is suitable, but I'm wondering if Lookup Relationship Fields can help you here.

    As an example, you could setup your account like this;

    • Both field offices and their parent companies would be Organizations in your Zendesk
    • Orgs would have lookup relationship field called Parent company
    • Only the field offices would have a value in the Parent company field
    • Users would be either members of a single field office, multiple fields offices (with the Multiple Organizations feature turned on), and possibly the parent company (if you want to see all users across all field offices).

    If you do this I think you might be able to achieve your outcome. There is possibly a different configuration that enables your use case better, but above is based on what I've understood from your post. 

    A tradeoff to be aware of, no data is shared between orgs when connected via Lookup Relationship Fields, for instance; tickets in a field office will not roll up, be reportable in, nor be shareable with members of the a parent company or other field offices.

    This might be desirable for your user case, ie. to keep tickets grouped to a field office, and only shareable with other members of that field office. If this is the case, and you're using the multi-orgs capability, it's critical that your users have their default org correctly configured, otherwise tickets may end up in the parent company, or the wrong field office when initially created. If this occurs, they can always be manually updated.

    I hope this is helpful.




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