Personalize your communication with User and Organization Fields Follow

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8 comments

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    Robert Jerina

    Is this still an accurate guide to follow? I created a customer organization field and it doesn't seem let me enter it into a customer list filter.

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    Dr. J

    Hi @Robert - thanks for reaching out! — it looks like Organization fields may not be available in Customer lists at this time, but any User field, or tag, will work nicely.  Sorry for any confusion!

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    Robert Jerina

    That's unfortunate. I thought I had found a use for customer lists finally but I guess not... Why does Zendesk remove useful features?

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    Dr. J

    Hi Robert - I don't think this was removed, but may have not been present in relation to customer lists.  I'm going to open up a ticket with you, and we'll see if we can get this squared away for you, sir!

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    Robert Jerina (Edited )

    Seems like this will never work. I'm not sure what you mean about "may not have been present in relation to customer lists". Your directions in here clearly state "Step 2: Create a customer list" using the "Lesson Day" custom field in the filter of the customer list.

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    Dr. J

    Hi there Robert - my apologies for any confusion.  For my example, "Lesson Day" is a custom field on the user, not on the organization.

    Since a student would have a lesson on Mondays, it wouldn't make sense for me to assign the same date for all of my students from that Organization.

    That said, I'm going to update the article now, to make sure there is no confusion here — at this time, Organization fields are not an option for Customer Lists, I too, hope that this functionality may come in the future.

    Sorry for any confusion, my friend!

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    Robert Jerina

    Then this article should be renamed to:

    "Personalize your communication with User Fields"

    because apparently you can't do anything with Organization fields...

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    Dr. J

    Hi there Robert, thanks for your feedback — actually, a significant portion of this article describes the use of custom placeholders in your Macros and other communication.

    You can use Organization fields as placeholders — this article should help get you started.

    A quick hint, they'll look like this: {{ticket.organization.custom_fields.<key_name>}}

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