Highlighting Premium Organization to appear on ticket views first



  • Nicole S.
    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?

  • Valo Solutions

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

  • Madison Davis
    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? 

  • Valo Solutions

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

    And btw, we have Professional version of Zendesk.

  • Brett Bowser
    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

    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
    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: 


    • Ticket | Is | Created 
    • Custom User Field (checkbox) | Checked  


    • 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

    Thank you Dan Cooper! That does the trick :)


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