Assign Followers based on dynamic fields pushed to Organization from Salesforce

5 Comments

  • Tarandeep Gohlar

    This is exactly what I'm looking for too! So far no solution to be found.

    0
  • Matt Taylor

    This would be ideal. This wishlist highlights this as a need as well. 

    0
  • Tarandeep Gohlar

    I think I found a way to do this, however it still isn't ideal.

    Prerequisites:

    • Requires the users listed in the dynamic fields to have staff/agent access to Zendesk (can be a light agent for example).
    • Requires Zendesk users (those that can submit tickets) to be associated to Organizations.

    My example organization looks like below. You can see I am the names CSM and lets assume this field has come from Salesforce.

     

    My example trigger looks like below. When a ticket is created, it's associated with an Organization. The organization has CSM. When a ticket is created and there is a csm, the action will be to add them as a follow.

    I did mention it's not ideal.

    This is as a result of the prerequisites and the fact that each CSM will need their own trigger. These triggers would need to be updated (CSMs that leave would need to have triggers deleted and new CSMs would need to have triggers created for them).

    I would love if this was possible for CC instead of follower where you could add an end user instead rather than it having to make users light agents.

    0
  • David Gillespie
    Zendesk Product Manager

    Hello everyone!

    We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on September 12th at 5PM CDT for our PM Roundtable on our Salesforce integration.

    It’ll be an open discussion on what is and isn’t working for you on with the Salesforce integration built by Zendesk. We're collecting feedback at the moment to help inform a new roadmap of improvements across the integration. So please bring those questions, concerns and use cases because we want to hear from you!

    The link to register can be found here, we’d love to see you all there.

    Cheers,

    David

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Everyone,

    Following up on this thread after our PM Roundtable on the Salesforce Integration. Just wanted to stay another big thank you for providing feedback in this area.

    In case you missed the PM Roundtable session, please find the deckrecording, and follow up article. Thank you again for your feedback!

    Cheers,

    David

    0

Please sign in to leave a comment.

Powered by Zendesk