Mike Ryan

We have a similar use case - if someone has set themselves as Unavailable we want to know why - i.e. are they on a meeting, having lunch, on a mobile phone call, etc?

Hi Anh / all,

There is a simple workaround for this which Catherine has mentioned above but I'll try to make the steps clearer.

Basically, you don't need to link the two fields - you can achieve the same result by adding tags to the user's profile in Zendesk.

In this scenario, do the following:

1. Add your ticket field and list all User Device type options in the drop-down list
2. Find the tag for the User Device for a particular person e.g. ipad_3g
3. Go to the person's profile and add the tag from step 2 into the Tags field for the person e.g. ipad_3g
4. When a new ticket is created for the person, the Tags from their profile are automatically added to the ticket tags (including ipad_3g).
5. The Tag will automatically populate the User Device drop-down field on the ticket.

Tested and confirmed this works as I've described.

Thanks,
Mike

Our use case for this is simple - our staff need to be able to submit the same requests as our customers in an easy to use manner. 

We want to be able to direct our staff to a single page where they can choose the nature of their request and fill out the fields to submit the form. The help centre page is much cleaner and simpler than logging it from inside Zendesk.

I can't think of any valid reason to not have this as an option. It would make a huge difference to simplifying workflows and making life easier for everyone.