6 Comments

  • Jessie Schutz
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    Hi Ziquan!

    Do you mean you want them to actually go in and change the custom field in your settings? Or do you just need them to be able to use the field in a ticket? Your agents will be able to interact with any ticket field on your ticket. But they will need to have admin access if you want them to actually go in and change the field in your settings.

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  • Dan Cooper
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    If you have a field available that an agent can edit and the changes are minimal, you can use a trigger to set checkbox or drop-down organization fields.  In your Trigger set up your conditions and then choose your Organization field under your Perform these actions section.  You might consider updating an Organization custom drop-down if a certain tag appears on a ticket, or if a certain ticket field is updated.

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  • Ziquan Miao
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    Hey Community members!

    Thanks for your assistance on this request.

     

    I may have not relayed my thoughts properly; this is a custom field I added to Organizations 

    How do I enable an option to make that field editable by agents and not just admins?

    See : https://cl.ly/3I3V092J473o 

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  • Jessie Schutz
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    Hey Ziquan! 

    Thanks for clarifying the type of field! That helps a lot.

    I'm afraid there isn't a way to make custom org fields editable by agents - it's an admin-only permission. I doubled checked the custom role settings, as well, and it's not something you can change their, either.

    Can you tell us more about your use case? Maybe we can come up with a different solution that achieves the same result?

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  • Ziquan Miao
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    Sure!

    Tiers denote the level of relationship between us and our customers.

    Higher tiers means we probably should service their tickets first. This tier information is automatically joined to tickets via trigger so that when a service rep views his ticket queue, he can see via the tier column the tier of each ticket to help prioritize his workflow

    Our current schema of adding tiers is not perfect, so some orgs are missing tiers information.

    Service reps should have the ability to fill in this gap in knowledge rather than have to contain an admin to fill it in for them.

     

    Please consider this a feature request

     

     

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  • Jessie Schutz
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    Thanks for the detailed info, Ziquan!

    I'd definitely encourage you to share your suggestion over in our Product Feedback forum; this is the best way to make sure our Product Managers see your idea, and it gives other users the opportunity to vote on it and share their own use cases.

    In the meantime, I think a simple escalation process can fill in this gap for you. You can create an "Organization Tier Needed" macro that automatically adds an Admin as a CC to the ticket and inserts a private ticket comment requesting that the Org field be edited. It's a bit more labor intensive that just having the agent do it themselves, but it'll have the same result.

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