Trying to Auto-Fill ticket fields on a ticket form

5 Comments

  • Jahn Jerenz Bronilla

    Hi Pedro Farias - you can either create macro to fill out those 2 fields upon saving of the tickets or a trigger that is based on the group owner/assignee. 

    0
  • Stuart Katz

    Pedro Farias, were you ever able to get this to work? I am looking to accomplish the same thing but have no figured out a way to do it with triggers or macros. 

     

    Jahn Jerenz Bronilla, is there more guidance you can give to accomplish this? 

    0
  • Dave Dyson
    Zendesk Community Manager
    HI Stuart,
     
    Can you explain a little more about your use case? Once the ticket is created, your agents will have access to the Organization name and fields just by clicking on the Organization tab in the button bar that also contains the requester name and the ticket number.
    0
  • Stuart Katz

    Hi Dave Dyson

    We have a lot of clients, some that have dedicated customer success reps and some that don't. That information is stored in Salesforce, which we have synced to Zendesk. To save time for our support team, I am trying to have the CSM and the Organization name custom fields automatically filled out based on the email of the requester. Is that possible? 

    0
  • Carlos Badilla

    I'm in a similar spot, with an organization's country.

    Different Customer Success teams overlook different geographical areas. I'd like to be able to add the organization's country as a ticket field so each team easily looks only into their requests through Views.

    0

Please sign in to leave a comment.

Powered by Zendesk