Ticket - Dropdown field



  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hey Tzlil - Would it be possible to elaborate a bit more on your use case and what you'd like to do with this list of clients in Zendesk? Also, where exactly would you like this dropdown list to live - on the user record, the ticket record or the Organization record?

    The reason I ask is because Zendesk does offer a SFDC integration which has definitely been helpful for my organization so I'm curious if that might be the route you'll want to take as well (unless, of course, you're using that integration currently). Here's more info: https://support.zendesk.com/hc/en-us/sections/4405298866714

  • Ashwin Raju
    Zendesk Product Manager

    hi Tzlil. My understanding is that there are 2 parts to the request.

    1) I need the ability to bring in my Salesforce Clients (reading as Contacts or Leads) into Zendesk and keep it up to date. The Salesforce integration that Chandra mentioned above will help with that requirement

    2) I need the ability to select one of these clients in my tickets/users/organizations. To enable scenarios like this, we are building a new field type called Lookup relationship field. This new field type will enable you to build custom relationships between your Tickets, Users and Orgs. If you are able to differentiate your Salesforce clients from other users through Tags or custom fields, you will also be able to define filters that can enable you to just have your salesforce clients in this field. We are planning for an Early access Program for this new field type by end of next month. Do let me know if you'd be interested in trying it out. 


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