Workflow recipe: User and Organization Fields (Software Support Example)

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2 Comments

  • Devan - Community Manager
    Zendesk Community Team

    On Wednesday, March 11, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Troubleshooting Workflows & Ticket Fields in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. 

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  • Allen Lai

    I'm adding plan details (e.g. Basic, Pro, Teams) details to all of our users and organizations (only applicable to Teams) that triggers, automation, SLAs, etc. can leverage. I have a few questions:

    1. If I create an Organizational field called "Plan Type" and let's say I assign a value of "Teams" to an org, will that value cascade down to the user and ultimately to the ticket? I see that a tag will be added all the down to the ticket, but I actually prefer not to be overly dependant on tags. For example, I wish there were a way (and maybe there is) where if I specify a Plan Type to an org, that same field will automatically appear (and not require me to create a separate User field) in the user's profile, and ultimately in the ticket.

    2. Is an Organization/User Field the best place for things like their Plan Type? I'm not familiar enough with Sunshine, but my vague understanding of it is that this might be the better place to include plan details, device info, etc.
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