This example outlines a use case for configuring custom organization fields for a software business. As a company that sells software to other businesses, you may want to capture meaningful data and create workflows based on data for a group of end-users within an organization. Therefore, it's important that you capture data at the organization level. Custom user and organization fields is a new feature for Zendesk customers -- available on all plans. For more information, see our feature announcement.
Skill Level: Beginner
Time Required: 30 minutes
- 3 dropdown fields
- 1 numeric field
- 1 checkbox field
- 1 trigger
For each organization, we're capturing the organization's account type, monthly spend, contract agreement, service level, as well as if they have agreed to be a referenced customer.
|Name of field||Field type||Field options|
|Account type||Dropdown||"Active customer", "Prospective customer", "Churned customer", "Partner"|
|Monthly spend||Numeric||Manual entry, via the API, or via bulk import|
|Customer reference||Checkbox||Mark checkbox if true|
|Contract agreement||Dropdown||"Monthly", "Quarterly", "1-year", "2-year"|
|Service level||Dropdown||"Platinum", "Gold", "Silver", "Bronze"|
With the ability to capture more granular data on the organization profile, you can create dedicated workflows that are tailored to organizations. For example, for your business prospects, you can create a trigger to automatically set the priority of a ticket to high and loop in relevant sales teams, who can be light agents in your Zendesk account.
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