Link user field with ticket field

Hello Everyone, 
 

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle for 2025. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community

Hi there, In my use case we have a list of system numbers (1-20), each end-user can have a different combination of this numbers stored in a custom user field (we can use data sync from our systems to update the values in this user field daily) - Example: User 1 will have System Numbers: 1,2,5; User 2 will have System Numbers: 2,6,20.

We have a custom ticket drop down field with all options 1-20 and the agents need to select a value in this drop-down in order to solve the ticket.

I would like a way to connect the custom user field and the custom ticket field, in order to see in the ticket drop down field for User 1 only the options 1,2,5 available for selection and in the ticket drop down field for User 2 only the options 2,6,20 available for selection?

Here I am more than 3 years later, building a CX ecosystem from scratch for an entirely new organization, still waiting for this same crucial data feature to be implemented in order to make our lives manageable.

I'm still happy to work with Zendesk's PM teams to scope this out! PLEASE DO THIS!

I was linked to this forum from Zendesk support.  I don't understand why this hasn't happened yet.  What I am looking for is when a client fills out a ticket on our website, I need their name and phone number to auto populate to the user fields so I can text them.  Currently I have a field, on the service ticket, that asks if the client would like to communicate via text or email with us.  Which ever one they choose will create a tag of either text or email.  I created a trigger to send a text if the text tag is present but without the clients phone number getting auto generated, they don't receive our "welcome" email in the form of text because there isn't a number present until I manually copy and paste it in.  To not be able to do this automatically but being able to create triggers off tags is wild to me.  I really wish this would get implemented to give our clients a better end user experience and save time on our service side not having to copy and paste clients phone numbers for every ticket.

Is there any updates on this request? Using the tags is not an option for us as the lists are just too long and as mentioned by many including Zendesk, it is a very cumbersome way to do it. I have been a Zendesk customer for a very long time with different companies and I have to say it is things like this that start to make it harder and harder to recommend Zendesk as the system of choice. These seem like they should be easy "low hanging fruit" solutions that would go a long way to help admins support customers and internal staff.

Please make this a priority to update. Your community wants it.

2016 This was open, how is it not a thing. 

Any updates on this to be used with things such as numbers and unique identifiers? 

13333521307 - somewhere there is another Sebastian who keeps getting tagged by my posts! But I am not editing that last one again, for fear of having it blocked lol

I just wanted to also say how COOL it is that you can test JSON in a ticket reply! I had no idea. Thank you for that!!

Thank you so much, 12060224. You have been amazing to help me out with this and I really want to get it working so I'll give that a try. I am obviously not a programmer, but I am learning :)

Meanwhile, I found another way, and I am totally shocked that it's not more well known. You can see my comment on this thread here...but long story short, I am simply using a trigger. 

I feel like there is a huge disconnect somewhere...maybe I am just totally missing something. But everything I have been trying to do -- and being told in every thread that I cannot do it -- can be accomplished by simply having a ticket field that triggers an update to a user field.

I don't understand how this is not the answer to every thread that asks "how can I update a user based on a ticket field" but for years, everyone is saying "you can't". But you can. 

I'm sure there are cases where it won't work out exactly, and it's definitely not elegant....but for my purposes, it works great.

Hi 386424981,

You try to update a custom field in the user profile. Language is something more fundamental. It should still work. The syntax should be like this then. We use something like this to fill in user info into the zendesk user profile so the agents have more infos about the user:

{"user": {"user_fields": {"field_name": "field_value"}}}

Also you should try to create the json you build in a comment as an answer to a test ticket from a user. So you can see if the json or at least the value is generated properly. Most of the error solving time is somewhere in that area.