Copying custom fields from user record to ticket

Answered

12 Comments

  • Kristof Van Kriekingen

    You can give each user or organization a ' Tag ' when this user creates a ticket, it will automatically add the tag to the ticket. For example your ID number.

    You can create a trigger then:
    if tag = ID nr 1

    ---> Preform:

    Fill in Custom field ' 1 '

    Kind regards
    Kristof

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  • Dave Cayem

    @Kristof - Thanks, but it doesn't look like that would work. Apparently there is no option to set a custom text field with a trigger. I see a product feedback request asking that this capability be added:

    https://support.zendesk.com/entries/20721723-Trigger-Action-Populate-text-ticket-field

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  • Kristof Van Kriekingen

    Well you can keep it up with the tags.

    But you are able to create a trigger with custom fields as long as it's a ' Dropdown ' - field is created.

    So with the dropdown you insert all of your ID's.
    Not worries if it will be a 100 or so. It will automatically be filled in so you'll never have to open such a huge dropdown :P

    Kind regards
    Kristof

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  • Dave Cayem

    Thanks for the idea. Unfortunately, that won't work for us. We have thousands and thousands of IDs and new ones are created every day.

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  • Wes Drury

    @Dave - You can create an app along with the API that will do what you are needing.  The app will always be running however it will not show on the app-sidebar.  We have an app that works similar to what you are needing but if you have some programmers on staff they should be able to do this if provided the Developer documenation.

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  • Dave Cayem

    @Wes - Thanks. I figured it would be along those lines.

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  • Wes Drury

    @Dave - Your welcome and sorry as its not a simple solution but it is a solution that will work with a little code.  I know there are product enhancements out there to be able to copy to custom fields via trigger so please find those and vote on them.

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  • Viorica Pop

    @Wes

    Can you provide me the documentation of the app. We need to do something similiar, pass a date value from organization to ticket level.

    Thanks!

     

     

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  • Wes Drury

    @Viorica - You would need to custom develop an app but maybe this will help you get started.

    https://support.zendesk.com/hc/en-us/articles/203691356-Zendesk-Apps-framework-basics

    https://support.zendesk.com/hc/en-us/articles/226176327-Building-a-server-side-app-Part-1-Core-concepts

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  • Jessie Schutz
    Zendesk team member

    @Viorica We also have some partner services available if you'd like to hire someone to build something custom for you! If you'd like more info, just send a ticket over to our Support team and they'll be able to get you started.

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  • Efrat Barak Zadok

    I am struggling with something similar - trying to copy customer filed value from a user form to a ticket form. I am not sure hot to use the triggers to do that..

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  • Gentry Geissler
    Zendesk team member

    Hi Efrat,

    Welcome to the Zendesk Community! There's a few ways you can go about this, and which one you go with will depend on your workflow. At this time there is unfortunately not an easy way to map custom user fields directly to ticket fields.

    You can map User tags to ticket tags, as Zendesk by default maps all User tags to a ticket upon creation. 

    There may be a way to use a third party app, custom app, or API call to create links between the User's fields and their tickets.

    Lastly, it might help for you to review this community post about a similar thing: Link user and ticket fields. I'd also encourage you to vote on that page if you feel like the feature should be implemented. 

    I hope that helps!

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