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Lookup relationship field: auto-populate ticket field with data from lookup user/object
Posted Jun 09, 2023
Hi all. I'm usually able to figure out just about anything on my own, but I'm struggling with this one and could use some help!
If I'm using a lookup relationship field in a ticket form, I would like to create trigger that automatically populates a ticket field with an attribute from the related object. Here are some use cases:
A - A user requests a piece of software. The Agent selects the application's custom object, and I want the name of the approver to be copied into the "Approver" field.
B - I have a Requested For field (this is used for when the Requester is different than the person the request is for) and it is a lookup field that points to customer records. I would like the Email address of the Requested For user to be copied into a dedicated ticket field, and would like the user ID to be copied into a hidden field.
C - Employee Onboarding. I would like the manager to be the Requester, and I would like the New Hire to be a lookup field that links to a customer record. I would like all of the New Hire's employee details (in custom user fields) to be copied into fields on the ticket form.
There are several more use cases that I would like to use this functionality for, but the key piece that's missing for me is "How do I set up a trigger that goes and grabs data from a related object field and copy it into a ticket field?". I should also state that I am comfortable with webhook and JSON, but would prefer to accomplish this without using a third-party app. I'm already spending close to $20k on apps to fill in the gaps of Zendesk functionality.
Thanks in advance!
- CJ
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5 comments
Chris Curlett
Looping in Ashwin Raju in case you might be able to give some incite, since I this would be related and useful for new custom objects as well.
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Dan R.
Would be very interested in this as well!
In our case, we want to associate objects for a customer's software license to an organization. I'd like tickets created for that org to pull the `Version` attribute of that object and put it on the ticket so we can capture a point-in-time snapshot of the issues they had against a specific version.
Why would we do this instead of linking against the object directly?
Because if the user gets upgraded, any reporting we'd do against the tickets/object would show the current value of the attribute on the object, not the version at teh time the ticket was handled.
Example: A customer on Version 1.0 has an issue with our software. We create a ticket and would to select the affected Asset (Zendesk Object, in this case) to associate to the ticket via Lookup field. Ideally, version is copied off the object and onto the ticket. We solve this issue and close the ticket.
Next month, we update the software (and the associated Zendesk Object asset) to shiny new Version 2.0! When we run reports however, we'd see Version 2.0 for the earlier ticket, since the version attribute today is tied to the object, not the ticket.
2
Lanston Harner
I have a situation where searching for answers brought me here. Requests come in from SFDC as we have Opps reach a stage that then require work from our deploying agents in ZD. The requester at the time of these tickets being created is listed as one of our sales team members (whoever clicks the field to create a ticket, this is not always the owner of the object in SFDC so we need to keep historical record who is creating the ticket). Without having to go in a manually fill out this custom lookup field I would love if I can copy the requester over to the custom field.
Eventually the requester changes to the actual customer we will be completing work for, but when work is complete I need to reference the original creator of the ticket so we know who to notify without ever leaving Zendesk. I am guessing that this might be a job for an integration platform to accomplish. With all the native triggers and automations in ZD and the ability to send an email to the requester at the time of the process firing, it seems pretty straight forward and simple to update ZD to allow the update of custom lookup fields to be the requester user at the time of the process firing.
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Rolf Hayes
Is there any solution to this? @Chris Curlett have you had any solution to this?
Would be really useful in our use case too.
Every ticket we have is linked to an additional end user for some other ZD functionality and triggers. We really need a way of pulling through the end user contact details of the linked look up field in to the form so that we can prevent extra clicks to the user view just to retrieve their phone number for example.
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Ron Thomas
would also love to be able to pull end user info into ticket forms to remove the need to go to the profile and copy/paste info.
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