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
- 5 user dropdown fields
- 2 user text fields
- 1 user multi-line text field
- 2 organization text fields
- 1 trigger
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.
The user fields in the user profile should look like this:
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.
The org fields on the organization profile should look like this:
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.
Steven, I'm kind of in awe of how you have triggers in this example that show a structure like:
"Ticket: Priority", "Requester: Office Location". How do you have a view like that? My instance of Zendesk would result in the equivalent of just seeing the word Priority or Office Location. How do you have a format like "table: field"? Is there something I need to enable to make triggers be able to do that?
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