Adding custom fields to organizations

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41 Comments

  • Dan Ross
    Community Moderator

    Hey Yuli Zingerman

    You can do this using the Ticket Forms feature of Zendesk, if your plan supports it. It allows you to assign ticket fields to forms, and then a form to a specific brand or brands.

     

    ex: you could make a form for Product 1, with its own fields, and only make that form available to tickets that use the Brand for product 1

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  • Yuli Zingerman

    Thank you, Dan!

    So potentially I can have fields defined for a general view (not form related, e.g. via email), and some of these fields and additional ones can be presented based on a specific form it was submitted from? 

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  • Dan Ross
    Community Moderator

    Hey Yuli,

    Each ticket form has its own set of fields, though a ticket field can be used across multiple ticket forms. For example, we have a field called 'Case Reason' that we apply on all our Support ticket forms, but then we have some fields that are unique to a specific form.

    We then use Zendesk Triggers to route incoming email tickets to set them to a specific ticket form, based on the email we received the ticket at.

    Let's say you have two products that have different support requirements.

    For these products, let's suppose there's two emails for the different product support teams


    And now some ticket fields. Some of them are general purpose (ex: Priority, Total Spend $ etc.) and some will be product specific (issue categories unique to each product features, for example)

    Sample Ticket Fields you'd create:

    • General field 1 
    • General field 2
    • Product A field
    • Product B field

    To do what you're describing, you'd want to make two Ticket Forms. One for Product A and one for Product B. One these forms, you'd add the fields you want to show to agents.

    FORM A

    • General field 1 
    • General field 2
    • Product A field 

    FORM B

    • General field 1 
    • General field 2
    • Product B field

    The Product B field is not shown when Product A's form is selected and vice versa.

    Next, you'd want to look at making a Trigger to make sure each Brand's tickets go to the right place. Here's an example for what it could look like for Product A

    Sample Trigger

    Conditions
    Ticket is created
    Ticket is received at "Product-Asupport@yuli-store.com"

    Action
    Ticket Form: Product A

    After that, you'd just some ticket views that are filtered by Ticket Form or by Ticket Group and you'd be good to go!

    Hope that helps!

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  • Jonathan Greco

    Hey, My company need to have a custom dropdown  organization field that accept multiple values (same field already available for ticket) the documentation mentions it here : https://support.zendesk.com/hc/fr/articles/203661876 it's possible apparently ? but I can't find out how to do that.

     

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  • Fred Ferrari

    Is anyone aware of a way to have an organization field show up as a column on the view tickets overview screen?  Really looking for a way to configure things like account plan and use this as a way to quickly identify which tickets should be prioritized over others.

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  • Gary Donoghue

    Hi Fred,

    If only! I've been asking for this for a while now - to me it seems obvious, based on relational database principles, to be able to utilise the supposedly tight connections that exist between organisation/customer->user(ticket requester)->ticket - yet it seems ZD does not provide any way of achieving this at present. 

    My perspective on this, as a worked example, is that we support a number of organisations that use our products and, if it were possible, when creating a ticket, I'd be able to map the product (and its release level) to the ticket based on that 1-< relationship. Yet frustratingly (and incredulously - I'll be honest) I cannot do this. Instead I have to duplicate that same data into the ticket each time (via its own 'product' field) and then check/assess the current release level of the product by verifying the organisation to establish that. 

    I do really love ZD but I find this lack of integration across the 3 (there are only 3) key object types (Organisation/User/Ticket) one of its main and significant weaknesses. 

    Alas, I do still find the ZD enhancement process somewhat opaque too so I have no idea if this is even or ever going to be considered but I do wonder if other ZD customers find this incredibly limiting and frustrating as me. 

    Just my 'two penneth'...

    Take care

    Gary Donoghue

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  • Gary Donoghue

    For the record here is a link to another thread on the forum that relates to this topic...

    https://support.zendesk.com/hc/en-us/community/posts/204625618-Add-custom-Organisation-Fields-to-Tickets

    Many Thanks

    Gary

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  • Dana Barr

    HI

    The link for "Placeholders in macros, ticket comments, and notification messages (see Placeholders for custom fields)" is missing again.

    Thanks!

     

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  • Kharlo
    Zendesk Customer Advocate

    Hello!

    Thanks for bringing this up. We have raised this with our documentation team. The correct link is https://support.zendesk.com/hc/en-us/articles/203662116-Using-placeholders#topic_nfp_nja_vb.

    Best,

    Kharlo | Customer Advocate
    support@zendesk.com

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  • Melody Quinn

    Can you make a custom organization field read-only? I have created one specifically to sync from Salesforce and since the SF configuration is only one-way sync (SF to ZD), we do not want agents changing the value in Zendesk. 

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  • Dan Ross
    Community Moderator

    Hey Melody Quinn
    We have the same scenario, unfortunately, it doesn't appear to be an option. To protect the org fields, we disabled permissions for non-admin or non-integration users from being able to create or edit organizations

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