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Improve dynamic filtering for lookup relationship fields on tickets
Posted Nov 07, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Earlier this year, we got this lovely feature: https://support.zendesk.com/hc/en-us/articles/6941856507930-Announcing-dynamic-filtering-for-lookup-relationship-fields-on-tickets - but it has a gap.
Suppose I have a custom object called Products that will show which products or entitlements a customer has purchased. This custom object has a lookup relationship field called “Account Name” that looks up to the Organization.
Organization: ACME inc
Product: Product A
Product: Product C
Product: Product D
When a requester submits a ticket, we want them to be able to select from the above products that their organization has purchased. So we create a ticket lookup relationship to the Product custom object, with a filter for Account Name = (dynamic filter for Ticket Organization)
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PROBLEM: This dynamic filter doesn't work on the new request page when a customer creates a ticket. It is looking for Ticket Organization, but the Ticket does not exist yet, so it doesn't return any products.
What we need is a dynamic filter for Requester/User Organization, so that a Requester on the New Request page can use this ticket field to see only the products their Org has purchased.
What problem do you see this solving? (1-2 sentences)
This would allow for an improved user experience where customers can select from only the products or entitlements their organization has purchased.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This affects nearly every ticket. We expect the customer to provide us this data point in a text field today which makes for bad data, inconsistent reporting and requires agents to spend extra time double checking the customers' products/entitlements.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
See above
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The dynamic filter for User Organization will allow any user from the above example org to submit a new request, and select only Product A, C or D. They would not see other products that are not relevant to them that they haven't purchased.
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7 comments
Scott Tynan
Great Idea!
You have just done a better job at explaining that functionality than the official release.
0
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Ashwin Raju
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Stephen Belleau
Hi Ashwin Raju thank you for your quick attention! I don't see the fix yet. The lookup field's filter still shows Ticket Organization as the only available dynamic filter.
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Ashwin Raju
Hi Stephen.. I am a little confused regarding the scenario.. Lets take the below example. An end user logs in and initiates a service request. If the end user has only Organization, it is automatically selected behind the scenes.. And the filters that you have built on the lookup relationship should automatically work even for End user.. If the End user is associated with multiple organizations, then the default organization is automatically selected and the end user is given the option of changing the organization. And based on the organization selected, the filter will change accordingly.
In this case, if I select Cool Beans cafe, the Device Lookup relationship will show up all the devices associated with Cool beans cafe.. If the End user was only associated with Cool beans cafe, it will automatically work.. If the end user isn't associated with a Device, none of the devices will show up.
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Stephen Belleau
Hi Ashwin Raju yes your example is correct for how we'd like it to work. Does your Device field show any records? We don't see any records on the new request page. The lookup filter works if an Agent creates a ticket within Zendesk, but it is not working on the new request page when a signed-in end user creates the ticket.
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Stephen Belleau
Hey Ashwin Raju ! I see the records showing on the new request page now, thanks for fixing that!!
However, there is still an issue for users belonging to multiple orgs. If user changes from org A to B, the lookup continues to show records only for org A.
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