Workflow recipe: User and Organization Fields (Internal IT Example)

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Overview

This example outlines a use case for creating custom user and organization fields for an internal IT support team.

Since every process is different, this recipe should just serve as an example of the types of fields you may want in a Zendesk for IT implementation. 

Skill Level: Beginner

Time Required: 45 minutes

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Ingredient list

• 5 user dropdown fields
• 2 user text fields
• 1 user multi-line text field
• 2 organization text fields
• 1 trigger

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Instructions

User fields

As an IT support team, you may want to capture meaningful data about your users, their locations, and their devices and create workflows based on this information.

Name of field	Field type	Field options
Office location	Dropdown	"San Francisco", "Paris", "New York", "Hong Kong"
Department	Dropdown	"Executive", "Marketing", "Product", "Sales", "Support"
Desk number	Text	Manual entry, via the API, or via bulk import
Computer model	Dropdown	"iMac", "Macbook Pro", "Macbook Air"
Mobile device model	Dropdown	"iPhone 4S", "iPhone 5", "Samsung Galaxy", "Windows Phone"
Tablet model	Dropdown	"iPad 2", "iPad 3", "iPad Mini"
Installed software	Multi-line text	Manual entry, via the API, or via bulk import
Laptop ID	Text	Manual entry, via the API, or via bulk import

The user fields in the user profile should look like this:

Organization fields

At the organization level, you can capture information like the manager that is needed to provide a request approval or chargeback IDs when a request or asset requires dollars allocated.

Name of field	Field type	Field options
Manager for approval	Text	Manual entry, via the API, or via bulk import
Chargeback ID	Text	Manual entry, via the API, or via bulk import

The org fields on the organization profile should look like this:

Triggers

Based on the information above, you can create unique workflows. For example, to support the executive team in the Hong Kong satellite office, you can create a trigger that automatically assigns any new ticket from a user whose office location is Hong Kong and department is executive to an agent who is dedicated to troubleshoot any requests for the team outside of business hours.