Add custom Organisation Fields to Tickets

23 Comments

  • Andrew Dietrich

    Hi Nadeem,

    There isn't a way to pull Organization custom fields directly into a ticket, unfortunately. That sounds like a great idea for an app, though - it would certainly be possible to build using the Zendesk API:

    https://developer.zendesk.com/apps/docs/agent/introduction 

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  • Greg Vincent

    When I create a ticket and type in a partial users name, you can see Zen searching for the name.  I select the user I want and even though I have setup all the info under the USER who is under an ORGANIZATION I cannot have the information display in the ticket without using the API to create an APP?!

    All the information is in Zen. Why can't it be displayed? It would be very useful for agents to see what organization and other custom information WHEN a person is calling.

    I misunderstood the documentation and was trying to use 'place holders' because it said any field id or key can be used as a data source. Why can't place holders, for example, be used to display information on the ticket screen?  Even as an admin (agents won't be admins), having to go to the Admin menu to Manage people and search again for the user to display their info is a horrible workflow.

     

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  • David Herder

    So do I understand this correctly, if an end user creates a ticket, their custom field organization info (ie: location info) cannot be displayed in the ticket itself?

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  • Justin Smith
    Zendesk team member

    Hey David!

    You're correct in that there is no automatic mapping which adds the Organization of the user directly to the Ticket Fields area.  When looking at a ticket, you'll be able to see the Requester and Organization in the upper left hand side of the page for reference.  However there isn't a function to push the Org value directly into the ticket fields section as well.

    As Andrew referenced previously, this could be accomplished through an App that utilizes the API to grab and display the Organization within the Ticket field area.  Or, if this only needs to be there for certain customers, you could make a drop-down ticket field listing the Orgs and then utilize a trigger that references the user Org to set the value appropriately.  The only difficulty with that option is that you'd need to manually build out the drop-down ticket field for all the orgs you would want to display.

    I hope that helps clear things up!

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  • Armen Tamzarian

    I think we understand, but why cant organizational fields that already exist in a database be polled? The tickets, users and organizations are already linked. User fields have a field ID number, why cant an organization have this as well? It would make reporting a ton easier.

    A lot of this sounds like reliance on outside API or custom code, but I would think since the data is already there, linking it for automation wouldn't be that difficult.

    Just my 2 cents

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  • Gary Donoghue

    I agree with Armen about this. It does seem strange that ZD provides the capability to create, maintain organisation (and user) information and to report upon it but does not allow any direct relationship to be established these key areas and the ticket itself. At present I have to denormalise such information onto a ticket via my own 'customer' field when what I'd expect to do would be simply pull in a field from organisation (say the key of it and simply select from the list of valid organisations and/or people connected therein). 

    This is pretty basis stuff at the end of the day (select from list of available customers, via valid organisations and the people connected to those customers) to connect to a specific ticket so to be reliant on coding up APIs or buying in separate apps to support such things seems strange to me. 

    Adding another 2 pence

    Gary

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  • Jessie Schutz
    Zendesk team member

    Thanks for sharing your feedback, Gary! I'll pass it along!

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  • Gary Donoghue

    Thanks Jessie. That would be appreciated. I'm really enjoying the ZD experience so far but revelations like this (about the lack of default connectivity between the basic tenets of CRM like tickets, organisations (customers) and their people) seems very strange to me. Obviously there are implicit connections when support emails are coming in from people connected to domains that are, themselves, connected to organisations but, to my mind, it makes sense to also have the ability to build/construct that relationship more adroitly. We are, after all, only talking about 3 basic entities of meta-data here - and to have to denormalise such information by default seems, frankly, bizarre in that context. Right. Rant over :-) 

    Cheers

    Gary

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  • Kelly Gronbach

    Does anyone know if this feature has now been added? We have recently acquired ZD and had a couple of teething problems, but this problem with not displaying the organisation in the individual ticket is quite annoying. As already mentioned the data is there in the organisation set up so would have thought that the data could be displayed in a ticket field somewhere? Anyone know of any updates on this or a work around? 

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  • Gary Donoghue

    Hi Kelly,

    Sadly, judging by visibility of the ZD enhancement process and roadmap I doubt it very much but, just to affirm, I did just go back and try to do this again now and, of course, nothing had changed. To me this, as I think I said in my own post (for a thread that has been running since 2015!), seems a bizarre dis-connect between two very obviously related items of CRM data: namely the customer and the tickets they raise. To not be able to select and coordinate those two very basic items seems completely incomprehensible to me but there you go.

    I also was involved in a 'discussion' concerning the current inability to be able to configure the dashboard when you first open ZD - as, at present, you are only allowed the standard view, no customisation, nothing. That thread had been open since 2012 and this week, out of the blue, ZD came back and said that there were no plans to do this and unilaterally shut down the thread. 

    I think ZD is very strong in many ways but with issues like this (and the visibility and explanation of their product roadmap therein) I think they are extremely poor and not doing themselves, or their longer term customer relationships, any favours. If nothing else clearer explanations for the lack of progress or intent would be at least provide some justification for their decisions over issues that clearly matter to many. 

    Sorry I can't offer anything more positive for you. 

    Kindest Regards

    Gary Donoghue

     

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  • Stefano Castelli

    Browsed around in several threads, yet a thing is not yet clear to me.

     

    Let's say I create an organization and I want that its tag appears in the ticket title.

     

    Like, the organization is called "Dude" and I'd like the ticket title start with [Dude] Blah Blah Blah.

     

    Is this doable?

     

    Thanks in advance for any hint.

     

    Regards

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  • Gail L
    Zendesk Community Team

    Hi Stefano,

    The organization tags won't change the ticket title (that's being set by the customer when it's created), there isn't a way to do that without manually updating the title field. 

    What are you trying to do here? If you're trying to pull the organization name into responses it would be possible to use the placeholders for organization name in either macros or business rules. 

     

    1
  • Stefano Castelli

    Hello Gail

     

    Basically, I have customers organised in several organizations and I'd like the tag of the organization to appear in the ticket title automatically when a customer opens a new ticket by sending an email.

     

    Is this possible?

     

    Regards

     

     

    1
  • Gail L
    Zendesk Community Team

    Hi Stefano,

    No, there's no way to pull the tag into the ticket title with any native functionality. 

    -2
  • Stefano Castelli

    Argh, that's bad. :(

     

    Thanks a lot for your answer.

     

    Regards

    1
  • Claudia Ramos

    It seem ridiculous that this has not been added to ZD.

    3
  • Raman Kalia

    I've also been trying to map this but haven't found a way that can work in Zendesk in native environment. It seems like one will have to post the organisation values mapped to the requester in turned mapped to the ticket in question to an external destination, which sounds like a job of an app as native trigger methodology will not work without placeholders. Mind it placeholders do not have any way to retrieve the information.

    I've got a clear use case. Many organisations have contracted us and we are supposed to provide services to them. Service can only be rendered for the period of contract, which must reflect in the ticket by date of start or end of contract so decision making at agent level can happen. Contract dates must be defined at the organisation level as there can be anyone from client's domain email address raise the ticket. When raised, ticket must automatically pick up the date value (ie. start or end date of contract) from the organisation. This is because, other parameters like text, drop down, checkbox values can be copied by automatically if custom ticket fields carry tag names same as of the organisation fields. But when it comes to passing on values from a custom 'date' field, it fails miserably to copy from organisation to ticket.

    It is important that such a feature must be enabled to keep up the sanctity of a customer service process. Though alternatives are welcome as long as they don't point to going to 'Sunshine' or an external source.

    1
  • Gary Donoghue

    Hi Raman,

    Nicely put and I completely concur. We have a situation here where, on creation of a new ticket, I can enter a customer reference (Customer - a field with a set of values I have to pre-populate within the Ticket fields) which is simply duplicated data from the list of Organisations we interact with. I also have some site specific information that, ideally, I'd see populate the Ticket field I have also created for that purpose...an example...

    Release Level (a field indicating the customer/organisation's) latest release of our software they are using. 

    At present this creates additional effort to ensure the non-denormalised data from Organisation is transposed into the Ticket field as well as having to maintain a interal (Ticket) list of possible value (for both Customer and Release Level). I have other fields but these are just key examples. 

    As software developers ourselves using relational databases it seems counter-intuitive to have to do this with the native ZenDesk offering - you imagine that it'd simply be a given that you'd be able to drop an organisation and user field into the ticket definition allowing you to select from the valid values (or have items prefilled accordingly...i.e. I enter Organisation 'Name' in my Ticket and ZD recognises another field from Organisation is defined to the ticket (Release Level) and pre-populates based on that KEY field from Organisation. 

    This functionality clearly exists in some form when one creates/maintains a ticket because you can alter the Requester (for a ticket) and this IS obtainable from your presently defined User list. It does not make sense that this level of interaction between the 3 key aspects of ZD: Organisation, User and Ticket with the simple relationship that exists between them: 

    Organisation--<Users--<Tickets

    ...and the denormalised and valuable data that should, in my view, be inherited by the Ticket field if so desired. 

    I enjoy my use of ZD and it has helped me, personally, significantly organise my support desk workload but this limitation is a continuing mystery to me and is definitely a cause of frustration as it slows ticket creation and maintenance due to my constant need to verify the non-denormalised data for accuracy. 

    Kindest Regards

    Gary Donoghue

     

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Raman Kalia & Gary Donoghue,

    These are phenomenal posts from both of you that breakdown your use cases perfectly. I'm going to be passing this along to our product managers, but I can't stress enough that sharing this in our product feedback forum would be helpful for other users and our product team. It is where we keep conversations on topics like this and often where our PMs look for use cases from the community. 

    Best regards. 

    1
  • Gary Donoghue

    Hi Devan,

    Thank you for your kind words and I hope you and the ZD are doing ok and keeping safe. I'll say that your response is hugely appreciated as we, as a very small company, have embraced ZD and want to ensure we optimise our use of the product as much as is possible. We do not have the ticket numbers to justify the full-on Enterprise level offering but what we DO appreciate is the stability and performance of the environment - hugely important when dealing with customer facing issues as we do each day. 

    To see ZD development take on this feedback would be a massive step forward (and, to me, as a developer too) a logical step as well - connecting up some of the, frankly, inexplicable disconnects between the tightly related data of organisations (our clients), the users (our direct customer contacts) who work for them and the support issues (tickets) they raise...

    I will drop this into the Product Feedback Forum and see if your developers decide to take the Blue pill or the Red one ;-)...

    Cheers, take care and stay safe

    Gary

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  • Gary Donoghue

    Just a footnote to this to say that I have now, per Devan's request, now submitted a request to the 'Support' Product Feedback forum and received this automated response....

    Hello Gary,

    Thanks for sending in your request #5532658. -- it’s in our queue and we will be in touch soon.

    If you’d like faster response, please Chat with us by using the Help tab in Zendesk to chat live with an Advocate. For the best results, please reference your ticket #5532658 in your chat.

    ...so the touch paper has been lit. Let us await a response. I will keep this thread appraised of...er...developments! 

    Cheers

    Gary Donoghue

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  • Raman Kalia

    Hi Gary Donoghue,

    Great that you have posted in the forum. Could you please share the link as well so I can add to the comment and follow up alongside.

    Thanks,

    Raman

    PS - Thanks Devan - Community Manager for the suggestion.

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  • Gary Donoghue

    Hi Devan,

    Thank you for following up and, no problem, I attach the link to the post I opened up in the Support product feedback forum herein...

    https://support.zendesk.com/hc/en-us/community/posts/360047007774-Connecting-up-the-Support-Dots-

    ...for which I already received a response and then, as a result, provided further elaboration. Nothing since but hopefully something will come of it. If anyone wishes to post some additional comments or their own perspectives here too then please feel free (Raman, Claudia etc.). 

    I remain determined to actively pursue this issue as it would make life SO much easier for our organisation in maintaining consistency within tickets to data we find useful from the user and organisation elements of ZD's CRM data. 

    Many Thanks as ever

    Gary

     

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