Highlighting Premium Organization to appear on ticket views first
AnsweredWe have a several of organizations that should have priority on our answering on ticket.
I have created a property to set as premium partner but how to make it show on ticket view as highlighted, so those tickets from them is taken first.
How can we highlight those in ticket views?
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Hi Sari -
There are ways you could set up a view to sort tickets so that those from your premium partners appear at the top. How do you currently designate tickets as being from your premium partners? Do you use a tag, a custom field, or do you also need to determine how to designate those tickets?
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Hi Nicole, we have set a field to Organization Fields.
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Hi Sari! Can you describe your field in a bit more detail? Is it a dropdown, or some other kind of field?
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Hi Madison, it is checkbox field --- if checked Organization is Premium Partner.
And btw, we have Professional version of Zendesk.
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Hey Sari,
If you're using a Checkbox you should be able to use this as a trigger condition as well. For organization tickets that have this Premium Checkbox option you can then set the ticket priority to Urgent. Here's a sample trigger below:
You can then configure your view to order by ticket priority which will then show your Urgent tickets a the top of your ticket view.
I was able to track down following Chrome extension that would also highlight your tickets by priority as well: Zendesk Priority Highlight
Hope this helps!
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Hiya, I have the same issue is Sari here, however, I don't necessarily want all premium customers to skip the queue.
We just want a tickbox field or icon of some sort in the ticket view to show that the request has come from a premium customer. We use our priorities in a similar way to your team where we prioritise the issue based on the severity or business impact of the issue/request.
Below is a mockup of what we essentially need. How do you suggest we achieve this/how have other customers addressed this?
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There may be a way to do this. If you have a customer user or organization field that identifies your Premium customers you can have that item set a custom ticket field drop down on your tickets when they are created.
For example a trigger might look like this:
ALL
- Ticket | Is | Created
- Custom User Field (checkbox) | Checked
ACTIONS
- Premium Customer (drop-down) | Yes (or you could use a unicode ★ symbol as the field option name to match your screenshot - though I'm not sure how that would impact sorting, APIs, etc).
Then in your views you would include the drop-down field as a column and you'd be able to see the tickets that came in that were part of the premium organization.
If you didn't want a new user/org field to track this, you could use user/organization tags as well and replace the customer user field condition with Tags | contains one of the following | premium_customer
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Thank you Dan Cooper! That does the trick :)
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