It would be great if we could in some way make custom fields dependant on one another in a ticket.
Our business is a marketplace where merchants come together to sell to customers. So multiple merchants may sell things to various customers. We are the middle man and handle all communications with the customers and with the merchants. They do not speak directly to one another. This is a common scenario for many businesses these days (Groupon, Rideshare, e-commerce, gig economy companies, etc.) Zendesk doesn't accommodate this dual customer use case.
For example (my dream scenario):
- Create a new ticket
- Set the requester as an end-user that is unaffiliated with an organization
- Choose an organization from a customer dropdown ticket field
- Other dependant custom ticket fields automatically fill with certain information (return address, shipping disclaimer, other organization fields we have)
- Use a macro created to auto-fill these custom fields into the ticket comments
- Submit the ticket
We hit these roadblocks: getting the organizations listed in a synced dropdown ticket field and making ticket fields fill in based on the organization picked.
Please sign in to leave a comment.