Can I create a ticket view based on a custom organization field

11 Comments

  • Ad Astra

    Thank you @..., I reposted the question over there: 

    I am trying to create a view based on a custom field on the organization record that is synced from Salesforce. The custom field is the organization’s account executive (AE).  The AE’s need to see all their clients ’ opened tickets in one view. I am not sure how I can use tags since the AEs on the organization could change from time to time and when a change occurs, any opened tickets would end up with 2 tags on them.

    Note: the custom field is a text field, and from it appears you can not create a tag based on a text field. 

    Any ideas would greatly be appreciated!

    1
  • Kouji Takagawa

    +1

    1
  • Adrian Bell

    Would really be very useful if view could support a condition 

    [Custom field] contains <text>

    Note that [Custom field] is free form text (not a dropdown or checkbox)

    In our case, we have a custom field "Project Code". It's not practical to define the potential values as a drop down field as they are determined by an external project system which is being added to all the time. (We generally have a dozen active projects but have had hundreds of historic projects)

    Tickets related to a project have a custom field value assigned of the Project Code.

    It would be incredibly helpful if the Personal Views supported the ability to define a conditional selection of tickets where:

    Project Code contains ABC123

    Thanks

     

     

     

     

    1
  • Nicole Hagemann

    For some reason I can't view the article Melody linked.

    Our team has an Ideal Customer Profile (checkbox) field in Salesforce. I created a custom field in ZD to match, but I want to be able to pull it in to our Ticket Views. Our support team is going to be changing the way they prioritize tickets based on ICP status. Is there a way to pull this over to their views? We're not ready to change workflows before a trial period to see how this goes first. 

    1
  • Dave Dyson
    Zendesk Community Manager

    Hi Melody,

    That article is still current. I'd suggest adding your use case to the comments there, including the problem you're trying to solve, how often it's a hinderance, and how much effort is required to work around it. Thanks!

    0
  • Ad Astra

    @... unfortunately that article is closed for comments.

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    Our apologies for this. I've gone ahead and opened to thread for comments. Let us know if you run into any other issues or if there are any other questions we can answer for you.

    Best regards. 

    0
  • Anna Valdez

    Ad Astra, did Zendesk supported you on you request ? Did you find any workaround for this fields sync with Salesforce? Thank you :)

    0
  • Mike dela Rosa
    Zendesk Customer Care
    Hi Nicole!

    Helping you out on the ticket you have open with us.
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  • Bobby Koch

    Just create a trigger to do this and add a field on the ticket fields. Would be nice to have out of the box, but it works. Ping me if help needed. 

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  • Anna Valdez

    Bobby Koch could you please elaborate your suggestion, thanks. I would like to create this for our Customer Tiers which is a field sync from Salesforce

    Nicole Hagemann did you get any reply from Zendesk?

    0

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