Organization field content in HelpCenter

11 Comments

  • Colin Piper
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    Daniel, I am fairly certain this is not possible. The object in the HC is very limited at the moment. 

    Happy to be proved wrong though so if anyone else knows be sure to post here please.

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  • Wes Drury
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    @Daniel - I've done this a few times off of user tags and org tags but not off any custom fields.  If you could use tags then you could easily do this.

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  • Jessie Schutz
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    Hi Daniel! 

    Is there a reason you need to use a custom Organization field? If you're able to use the system Organization field, you can restrict your HC content by Org very easily. I'd like to understand your workflow better if you have a minute. :)

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  • Daniel Bechtel
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    Not sure which fields you are referring to in regards to System Organization fields, if you mean like domain, details, notes etc. they are already used.

    We have customer information which gets passed through the Salesforce interface into Zendesk (custom Org fields) to help drive automation, views, and provide details around various areas like Product related info, Support levels,  Licensing, Expiration dates, Regions, etc. etc. 

    I like / want to expose some of these to HC to provide Customers additional options (like specific phone numbers based on some of these criteria's, like region and support level) or simply the information to help them resolve or find related information in the forums, etc.

    In regards to tags...

    We have already so many tags on these that it is getting unmanageable especially when you look at the Ticket tags. I don't want to add more. You have now custom Org fields which would be perfect if they would be exposed. 

     

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  • Anna Everson
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    Hi Daniel,

    While I understand your use-case for using custom organization fields, as Colin mentioned, it is not possible to access custom org fields from the HelpCenter.user object. Currently the only way to do what you're asking is with tags.

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  • Colin Piper
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    Daniel, bear in mind that if you have a custom dropdown field or checkbox field then you will also already have a tag available to you. 

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  • Dan Cooper
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    I'm not sure if this has changed, but I'm trying to do something similar with user fields.  I can't use tags because my use case is to actually take text from the field and pre-populate a required ticket field for the user.  I want to do this on their end in the event they need to change it before submission.

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  • Jessie Schutz
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    Hey Daniel!

    You should still be able to do this with tags. As long as the custom user field is a dropdown or check box, as Colin pointed out, the tag associated with that user field will show up on all that user's tickets as soon as the ticket is created.

    You can then set up a trigger so that when a ticket is created and that tag is present, it sets a corresponding dropdown field on the ticket to the appropriate selection. As long as that field is visible to your end users, they'll be able to change it if necessary.

    I tested this in my own Zendesk and it worked like a charm! You just won't be able to do it with a free text field.

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  • Dan Cooper
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    Yeah, I'm aware of how to set drop-downs and checkboxes using tags.  That part I understand.  This is a case where almost every user has a unique field I need to present to them and using triggers or tags doesn't scale in that case.

    In short I'm doing an Automatic CC of the person's manager to these tickets, so I'm looking for a way to do that.  I have a method to place this field into the CC field using a Trigger and a Target, just not to populate the field with the email address in case they don't know it, or if it has changed and they need to enter a different one. 

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  • Rick
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    Is it possible to have a required custom form field (dropdown) auto populated from an optional custom user field (dropdown) and then if the user does not have that field force them to pick?

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  • Michel
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    HI Rick, 

     

    You would indeed be able to populate the required drop down field via a trigger, but this would only work with certain field types. Drop down, check box, due dates and tags. 

     

    But you can make any ticket field visible, editable and required to end-users. This means if the field is required, the end-user will not be able to submit a ticket via the submit request button if there is no value in that required field. 

     

     

    I hope this is what you are looking for. If you have any other question, you can always send us an email at support@zendesk.com.

     

    Cheers!
     

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