• Nicole S. - Community Manager

  • April 09, 2019 14:33

  Zendesk Community Team

  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?

• Sari Siekkinen

  • April 10, 2019 13:34

  Hi Nicole, we have set a field to Organization Fields.

• Madison Davis

  • April 10, 2019 17:25

  Zendesk Community Team

  Hi Sari! Can you describe your field in a bit more detail? Is it a dropdown, or some other kind of field? 

• Sari Siekkinen

  • April 11, 2019 12:26
  • Edited

  Hi Madison, it is checkbox field --- if checked Organization is Premium Partner.

  And btw, we have Professional version of Zendesk.

• Brett - Community Manager

  • April 15, 2019 16:25

  Zendesk Community Team

  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!

• Amber Cundall

  • July 13, 2020 00:26
  • Edited

  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?

  

• Dan Cooper

  • July 13, 2020 16:00

  Community Moderator

  Amber Cundall,

  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

• Amber Cundall

  • July 13, 2020 22:35

  Thank you Dan Cooper! That does the trick :)

Please sign in to leave a comment.