Agent View Banner dependent on customer fieldAnswered
We have a need to clearly display a warning when a customer contacts us that has specific data stored on their customer profile on Zendesk. The reason being is that there are certain restricted actions for these customers.
Is anyone aware of a method to produce a visible banner at the top of the ticket when the ticket is opened based on a custom field?
Have you had a chance to take a look at our App Marketplace to see if there's an integration available to get you what you're looking for?
We also have the Customer Context panel that can be used to display important user information to your agents which may be worth taking a look at as well.
I hope this helps!
Yep but couldn't find an app that ticked my simple boxes. Aware of the customer context panel but it's not quite "in your face" enough for agents to see.
Not really sure if that helps or not 😉
Actually I've thought of a way round this.
If the ticket arrives from a customer with one of our flag fields I can run an trigger to add a warning internal comment and append that immediately below the first public comment.
Right in front of the agent, job done 😀
Great solution Phil! Didn't even think of that :)
Neither did I until then! Works a treat though :)
Phil Williams - Just want to add a quick thank you as I was searching for a way to accomplish the same thing and your workaround makes perfect sense. Thanks!
Phil Williams - I might have spoken too soon. How do you have a trigger add an internal comment to a ticket? I thought this wasn't possible per this article: https://support.zendesk.com/hc/en-us/articles/4408823703962-Can-I-configure-a-trigger-to-add-a-comment-to-a-ticket-#:~:text=No%2C%20it's%20not%20natively%20possible,triggers%20and%20how%20they%20work.
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