Recent searches
No recent searches
Shared tickets should be available in form conditions
Posted Jul 09, 2024
Hi,
When we share tickets with another Zendesk, it is often to either transfer an issue to a relevant team, or to escalate an issue to a higher level team. In both cases, there are requirements that may differ from the originating Zendesk ticket. Triggers will allow me to tag, notify, and take some other actions on a ticket, but they won't prevent a ticket from being shared with missing requirements.
For example, I may need to prevent a ticket from being shared if the ‘App Name’, ‘Version number’, ‘Source’ and whatever other custom fields are not filled in. I can do that by displaying those fields specifically when a value is selected in the sharing field, and making them required Always (or even just Open).
With custom fields synced, I can also use this to ensure that if a ticket is set to something like “On Hold - Escalated to Vendor” the vendor's ticket number is required for that status.

Ticket sharing with everything synced solves a major headache for internal users who previously had to know where to submit and follow a ticket depending on the specific issue (we have two Zendesks, Engineering works in Jira, and then there are vendor escalations, like Microsoft and Google, for example).
This works best if we can ensure that all requirements are provided up front, and not react with a trigger after the ticket is already shared.
I also want to hide/prevent a ticket from being shared if the wrong form is applied. For example, our default form is very basic and is generally used by our frontline to triage and then assign an issue to a group with a more specific form applied. I shouldn't be able to share a ticket using our default form. I'd like to remove the sharing field from the default form (or other forms where sharing is not relevant).
Thanks,
Carmelo
0
0 comments