Use ticket field vs custom object to store data related with a ticket

1 Comentarios

  • Ahmed Zaid

    Hi Paulo,

    Both options are suitable for different use cases.

    • Ticket fields will guarantee immutability after ticket is closed and transparency as changes are stored in ticket audit trail.
    • Custom objects will provide more access control with permissions extended even outside Zendesk. They can be related to objects other than the ticket itself, but lack the audit trail and immutability of ticket fields.

    Custom objects also lack the native UI of ticket fields, so that should be taken into consideration.

    1

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