Use agent user fields as trigger conditions
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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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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Triggers on User Fields could be used on various scenarios, so this feature would be very helpful.
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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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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.
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