I would like my tickets filtered by country, and sent to different views when the users create them. How can I do this?
While there isn't a native functionality to filter tickets based on the user's country, you can achieve this workflow by combining a ticket field with a ticket form, and capture the information with a view.
- In Zendesk Support, click the Admin icon () > Manage > Ticket Fields > Add field.
- Create a field that asks the user to specify their country.
- In Support, click the Admin icon () > Manage > Ticket Forms.
- Add the field to your form. See Adding custom fields to your tickets and support request forms.
When the user selects the country, a tag is automatically added to the newly created ticket, for example, user choice is Ireland > a tag ireland is added to the newly created ticket.
You can now create a view based on that specific tag to visualize only the ticket coming from a specific country.
For more information about views, see Using views to manage ticket workflow.
You can also create different workflows and actions based on this custom field using triggers. For more information, see Creating triggers for ticket updates and notifications.