Feature Request: Add ability to search custom field text in Trigger

4 Comments

  • Sebastian

    Hello Alejandro,

    What specifically do you mean with search? I change the user language in the users account depending on one or more choices in a multiple choice input field given by a contact form. If that is near what you search let me know.

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  • Alejandro Colon

    @sebastian

    I will give you my specific use case but it is very niche and will not necessarily apply to others.

    In my business, we would like the ability for a user to designate the organization they are submitting a request for.
    The issue with this is that the Web Widget does not allow a registered user to select the organization like the HC form does.
    Therefore, we would need to set a custom field that would allow a user enter in the organization.
    For most of our customers, we are legally unable to post that they are our customer.
    So, what I would like the ability to do would be to search the custom field using a trigger and setting the organization.
    Currently, my agents have to read the custom field and then manually change the organization as the web widget automatically chooses one.
    ————————-
    That being said, there are many use cases where I would like the ability to search the text inserted into a custom field with a trigger.

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  • Sebastian

    How many organizations do you have? If it's limited then you could use a custom ticket field that lists the options. You could check the options in liquid then and update the organization_id of the end user via misusing the http target extension from zendesk to access the zendesk api.

    If you want you can also use a simple text input field and check the content with liquid. But customers would need to write it in correctly all the time which probably won't happen.

    I did not try it but maybe I miss your problem. Of course it also might be that it doesn't work but that's how I would approach it.

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  • Alejandro Colon

    Sebastian 

    Thank you for responding and walking me through potential workarounds. 

    I would like to continue this in a different forum. Here is the link to a Support Q&A where we can continue this conversation. https://support.zendesk.com/hc/en-us/community/posts/360046843534-Workarounds-Add-ability-to-search-custom-field-text-in-Trigger?page=1#community_comment_360011562554

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    From my understanding, the topic of feedback is for just that, providing feedback and garnering support in cases of feature requests. While there seem to be several workarounds and I am absolutely willing to pursue them, I still would like to see this implemented by Zendesk instead of having to use workarounds. 

    Especially, for my use case, as it is very niche and it is not very representative of the other use cases that would make this feature request more robust.

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