Link user field with ticket field

58 Comments

  • Catherine Michalak
    Community Moderator

    Hi all, not sure if this helps but sharing anyway in case someone is looking to have a connection between user field and ticket field working the other way around where user field will populate a ticket field automatically.

    An example.

    You have a user field "Country" that has an option "Netherlands" with tag "netherlands" and comes through automatically or is added to all your users from the Netherlands.

    You can create a custom ticket field "Country" with the same option "Netherlands" and the same tag "netherlands" so when a ticket is created by a user from the Netherlands for example, the ticket field "country" will automatically get populated as "Netherlands".

    This solution helped us get better grouping and ticket info in our views which we were not able to achieve with just the regular user/ticket tags.

    I doubt that this will work the other way around so that ticket field will update a user field with the same value.

     

    5
  • Scott Whitaker

    I would like to link a custom ticket field "Account_ID" to a custom User field "Account_ID". This is a text field, not a dropdown or a tag. 

    +1 for this linking of ticket fields to user fields

    5
  • MarketSpark

    Is there any updates on this request? Using the tags is not an option for us as the lists are just too long and as mentioned by many including Zendesk, it is a very cumbersome way to do it. I have been a Zendesk customer for a very long time with different companies and I have to say it is things like this that start to make it harder and harder to recommend Zendesk as the system of choice. These seem like they should be easy "low hanging fruit" solutions that would go a long way to help admins support customers and internal staff.

    Please make this a priority to update. Your community wants it.

    3
  • Kuvings USA

    Same here.

    2
  • Joe Caiati

    Definitely want this

    2
  • Anthony Vardiman

    yes please.

    2
  • Marty Whitby

    +1

    2
  • Babolat

    +1 

    2
  • Kristen Zirkler

    We are just trying to populate the User Name field on the User from a ticket form. There has to be a way to do this!

    2
  • Kate Rowe

    Hi 

    We have another use case for being able to update a user field from a ticket and that is for customer contact phone number. We often don't have a phone for our end users but would like to add a contact number field on the web form for our end users to enter a number in case we need to call them directly.

    I cannot see a way of automating an update to their user phone number from a field on the ticket.  Are there any workarounds for this ?

    2
  • Jessica Yurkanin

    Any updates on this to be used with things such as numbers and unique identifiers? 

    2
  • Sebolka, Adam

    2016 This was open, how is it not a thing. 

    2
  • Simi Success Team

    I second this.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Marianne - 

    We haven't seen a large number of requests for this at this point in time. However, we are continuing to collect votes and detailed use-cases to see whether this is something that would be of high impact and value for a significant number of customers. 

    1
  • Thomas Joussot

    +1

    1
  • Vlad
    Community Moderator

    Huh, my clients really need this. 

    1
  • Hemin Desai

    This would be a great addition. We would like to pass information from a Numeric User Field to a Numeric ticket field

    1
  • Mike Ryan

    Hi Anh / all,

    There is a simple workaround for this which Catherine has mentioned above but I'll try to make the steps clearer.

    Basically, you don't need to link the two fields - you can achieve the same result by adding tags to the user's profile in Zendesk.

    In this scenario, do the following:

    1. Add your ticket field and list all User Device type options in the drop-down list
    2. Find the tag for the User Device for a particular person e.g. ipad_3g
    3. Go to the person's profile and add the tag from step 2 into the Tags field for the person e.g. ipad_3g
    4. When a new ticket is created for the person, the Tags from their profile are automatically added to the ticket tags (including ipad_3g).
    5. The Tag will automatically populate the User Device drop-down field on the ticket.

    Tested and confirmed this works as I've described.

    Thanks,
    Mike

    1
  • Johannes Bezuidenhout

    This is an absolute must-have for us. Not being able to connect these fields is disrupting our ability to integrate Zendesk into the rest of our organization's data ecosystem, and it not only hampers our support operations, but also prevents the accurate reporting we depend on in this growth phase.

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi all -

    I checked in with the product team, and they said that while this is not something currently being worked on, this conversation has caught their attention and the next time they have an opportunity to explore new ideas for future development this is a request they will revisit.

    In the meantime, there is one way to accomplish what's being described here via the triggers functionality. It's a bit cumbersome to implement as you have to create a separate trigger for each field relationship, but it will get the job done:

    1. Trigger condition: [first custom a field] is [value from custom field dropdown]

    2. Trigger action: [second custom field] [second custom field value]

    If your two lists aren't too long, this would work to link your two fields.

    Hopefully that helps some of you, and we will follow up if and when the product team is able to dig into this request. Thank you as always for your feedback and for bringing this need to our team's attention!

    1
  • Charlie

    I've tried both the trigger approach and simply having both fields and values exist on both the user and the ticket, but I can't get the ticket field values to update after the ticket has been raised. The ticket value is set correctly at the point of creation, based on the user field value, but if I subsequently change the user field again, the ticket field does not update, even if I have manual triggers set up to do this. Should this work?

    1
  • CPM BCN Infrastructure

    I have the same problem with telephone numbers. As is not a drop down I can´t link both.

    1
  • Ryan Gott

    I work in an environment where one user can have multiple products, denoted by a unique product ID. If we could allow users to enter an ID on the ticket level and trigger a new user field to populate with unique values entered on the ticket level it would help us better understand the products our users have with us.

    1
  • Marci Abraham

    I just +1'd this thread. It's been 4 years with no development, but I've never understood why Zendesk doesn't have this capability in the first place. It seems like such an obvious thing -- if we want to know information on the ticket, we surely might want to connect that information with the user's account as well.

    Many things have been mentioned in this thread already: the user's phone number, product IDs, information the dev team needs to take action. The number of use cases must be infinite.

    The trigger idea only works if you want to update a ticket field, send a notification, or change the requester. We all want to update the user.

    In our case, we ask the requester if they are a student, parent, teacher, or admin. We also ask for their first and last name and the school they are from, and a few other things, like the email address they used to create their account (which is often different from the one they are using to submit their ticket).

    All of this information is needed to solve their ticket...and it's also needed for using other Zendesk features, like user segments. So it should all be associated with the USER when the request is submitted. Even something as mundane as their first and last name (different from Zendesk's built-in "Name" field...which is kludgy) has to be updated manually. We need to be able to fly through tickets, not spend time updating users manually as we go along.

    We are now trying to set up Guide to allow certain user segments to edit and publish articles in the Help Center, and view (or not view) certain parts of the help center. For this, we need to have the user's role (student, teacher, etc). We have been updating this user field manually for a while now, but the ones that got missed we have no way of finding.  It would be so nice if those user accounts had all been tagged when the user submitted their first ticket.

    I am going to investigate some developer options, but if I'm missing something obvious please do let me know. :)

    Thanks!

    1
  • sebastian

    Hi Marci,

    Yes, here is how we ask the users for their preferred language and set it accordingly.

    Users fill in a form field in the contact form where they can chose their preferred language.

    It is defined like this:

    It has these values and keywords:

    When the ticket comes in a trigger starts. 


    I will show the chosen target later. That dynamic content field contains this:

    {% if ticket.ticket_field_360000267739 contains 'magyar' %}{% assign lang='hu' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'español' %}{% assign lang='es' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'français' %}{% assign lang='fr' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'türkçe' %}{% assign lang='tr' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'deutsch' %}{% assign lang='de' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'english' %}{% assign lang='en' %}{% endif %}{{lang}}

    So basically it sets the variable lang to the language we would prefer to serve the user out of the users choices. Then it prints the content stored in the variable so the json in the trigger contains a language code that zendesk can understand.

    The JSON is sent through a HTTP target you can set up under Settings -> Extensions, like this:

    The URL needs your companies zendesk subdomain. The target will send the JSON file to zendesk and zendesk changes the users profile data. The user setting is updated and the new setting stored before an agent is working on the ticket. That's all the magic already.

    1
  • Marci Abraham

    Aside: I see that my last comment is pending approval, probably because I edited it about 10 times. It would really help if the Zendesk interface made it more clear which Sebastian I am tagging! There are many, and for some reason, the one who is mentioned most recently in this thread is just mixed in with all the others, so I have no way to identify which Sebastian in the list is the correct one.

    1
  • Brady Hautman

    I was linked to this forum from Zendesk support.  I don't understand why this hasn't happened yet.  What I am looking for is when a client fills out a ticket on our website, I need their name and phone number to auto populate to the user fields so I can text them.  Currently I have a field, on the service ticket, that asks if the client would like to communicate via text or email with us.  Which ever one they choose will create a tag of either text or email.  I created a trigger to send a text if the text tag is present but without the clients phone number getting auto generated, they don't receive our "welcome" email in the form of text because there isn't a number present until I manually copy and paste it in.  To not be able to do this automatically but being able to create triggers off tags is wild to me.  I really wish this would get implemented to give our clients a better end user experience and save time on our service side not having to copy and paste clients phone numbers for every ticket.

    1
  • Hannes Bezuidenhout

    Here I am more than 3 years later, building a CX ecosystem from scratch for an entirely new organization, still waiting for this same crucial data feature to be implemented in order to make our lives manageable.

    I'm still happy to work with Zendesk's PM teams to scope this out! PLEASE DO THIS!

    1
  • Marianne

    @Zendesk, is there already some kind of way to connect these two field types? I'd like it too!

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    @Catherine

    YES! We do this also for location. We only run into an issue if someone happens to work for multiple locations like IT people lol

     

    0

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