In your world of customer service, you may not want to treat all of your customers the same. For example, an incoming ticket from your biggest client or your company’s CEO may require a higher priority than other tickets. You can triage these tickets as soon as they are received by setting up business rules based on custom user and organization fields, rather than having them sit at the bottom of your queue, waiting to be discovered.
Custom user or organizational fields can be created to store many different types of information about a customer. For more information about creating these fields, see Adding Custom Fields to Users and Adding Custom Fields to Organizations . If you’re creating a drop-down or checkbox field, you must enter a tag for each selection in order for that field to show up in your triggers and automations.
Here's an example of a trigger that checks to see if the ticket requester is a VIP and then assigns the ticket to the VIP Support group.
If the ticket has not been responded to within an acceptable timeframe, an automation can be used to notify key parties.
Custom user and organization fields can be used for a wide variety of actions, including assigning tickets to specific groups, CCing a client’s dedicated sales agent, or sending notifications to manage a customer’s experience. For more examples of how you can incorporate user and organizational fields into your business' workflow, take a look at these examples: