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Use agent user fields as trigger conditions
Posted Jul 16, 2021
Feature Request Summary:
Zendesk Support should allow agent custom user fields as trigger conditions, the same as it currently does for requesters, specifically as the assignee of a ticket.
Description/Use Cases:
One example use case (of ours) is that we have some agents who want to not receive a specific type of notification, due to volume. It would be great for them to use a checkbox in their profile to turn this on/off, because in the trigger, we could say "Checkbox = checked." This is possible for requesters, but not agents/assignee/etc.
Business impact of limitation or missing feature:
In the example above, we instead have to offer a workaround by instructing users on how to filter out a specially crafted message from Zendesk, instead of just being able to turn the feature on/off at their leisure. The absence of such a feature simply leads to an increase in agent work.
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6 comments
Kristian Tungland
I agree! Have tried to find a way to do this - but it is not possible. It's either manual work for admin (updating trigger with the specific agent who does not want it) or agent (filter email).
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Svetlozar Draganov
Triggers on User Fields could be used on various scenarios, so this feature would be very helpful.
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Bo Rott
This feature would be extremely useful in a variety of scenarios. Adding the ability within Automations as well would be ideal. Currently trying to workaround this as Kristian Tungland mentioned, and it could be as simple as a few button clicks to accomplish what I'm trying to do if this feature was added/exposed.
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Joey
Completely agrees, this causes a lot of manual work. I would like to create views for agents in each office or a view were we group them by the agent office field, which is a custom field on the agent.
Not having this means we need to manually add 50 agents to a view condition or create 50 individual views. And repeat that for multiple teams.
0
Efrat Barak Zadok
My use case is: when a ticket is auto-closed due to non response - there is a trigger sent to the agent/assignee to fill in missing mandatory fields.
I want the team lead for this agent to this update as well but as of now - all of my team leads are getting this notification (even when it is not their tea members ) since I do not want to create this trigger per specific agent name
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Gaurav Parbat
Hey there, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
I wanted to let you know that at this time we are not able to commit to building this feature. We will reconsider this during our 2025 planning cycle. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member
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