Conditional view: fulfil A and B conditions OR fulfil C and D conditions. Is this possible?

7 Comentarios

  • Phil Holcombe

    Hi Kathryn,

    Can you be more specific about what the attributes are, that you're trying to filter on?

    Are these user defined fields (Location, queue)?

    Normally the second area of the view: 

    Meet any of the following conditions:

    is designed for exactly this purpose.

    Phil @ Nexmo

     

    -1
  • Kathryn Castle

    Hey Phil,

    Sorry - I realised after posting this that I was being extremely vague! The issue I was struggling with is that it's not possible to create grouping of conditions. For example:

     

    [Ticket unassigned

    AND 

    Customer based in Location A]

    OR

    [Ticket assigned

    AND

    Customer based in Location B

    AND

    Agent based in Location B]

     

    After thinking about this for a while, I was able to figure out a solution. However, it required the creation of three separate triggers per location, which is less than ideal. Still, it seems to be working now and that's what's important!

    1
  • James Rago

    +1 on this request. I feel like this is basic conditional rule logic. We need the ability to have rules such as (A and B) or (C and D).

    1
  • Pedro Rodrigues

    We'd also love to have an update on this. An additional layer of AND/OR combinations would allow the above:

    • (A and B) OR (C and D)
    • (A or B) AND (C or D)

    This logic would be applied to Views, Triggers, and Automations.

    Can someone @Zendesk confirm if there are any feature requests about this, please? If not, I'll be happy to add it.

    0
  • Nicole - Community Manager

    Hey Pedro - 

    I do not believe there are any existing feature requests on this, thanks for offering to create it. 

    Once you've created that post, please you drop the link in this thread and then I'll close this one for comments so the conversation can get focused on your request. 

    0
  • Pedro Rodrigues

    Hi Nicole, here's the link: https://support.zendesk.com/hc/en-us/community/posts/360029921534

    Thanks!

    0
  • Nicole - Community Manager

    Thanks, Pedro!

    If any other users have a similar request, please go up-vote and comment on Pedro's post.

    0

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