Conditional ticket forms based on organization

56 Commentaires

  • Erin Boyle

    Hi all,

    Still no updates on my side - unfortunately my attention is on some other much-needed features at the moment. There are certainly things we want to update and change about ticket forms, but we're not ready to jump into it yet.

    Best,
    Erin

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  • Jared

    Terry,

    The point I was making is that when I have agents in our organization open up tickets (based on an incoming phone call), or an internal request, I want to limit their ability to service specific forms so reporting stays accurate - similar to what I do with conditional fields.

    Right now all forms are open to all agents which means invariably many use a default form - I want to make this more error proof so my reporting stays accurate. We have different SLAs for various forms.

    Jared

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  • Henry Engle

    While trying to set this up for a customer of ours that we are trying to contain within their own brand, I think I found a somewhat viable work around for this. It has one flaw though, which I will outline below:

     

    Workaround:

    1) Create a custom form
    Note: Can include custom fields

    2) From the branded help center as an end user, go to "Submit a Request" page and select the new form from the drop down

    3) Grab the form URL

    4) Hard code the URL to one of the buttons on your branded home page

    5) Deactivate the form

    The created form, although deactivated is available only to this brand by doing this trick. The one downfall is that when accessing the form the first question becomes the main form selection question drop down. If the user answers this question, the custom form will be lost. If you direct your users to stick to the form though, you can submit tickets with this deactivated form only from your 1 brand.

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  • Paul

    Same need as other in previous posts - different organisations, different needs = different templates. So another vote for this change.

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  • Dave Dancsecs

    +1 this would be very useful!

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  • Ryan Mayes

    For those looking for conditional forms by organization, check out this article:

    https://support.zendesk.com/hc/en-us/articles/204579603-Hide-ticket-forms-based-on-user-s-organization-Enterprise- 

    It helped us get the functionality we needed. Also, I left a comment which includes a variation of the script that is conditional by user tag.

     

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  • Nicole Infiesta

    +1  the ability to set a form based on group (or even assignee) would be a big win. It seems as though Zendesk allows this based on conditions you can set in a trigger, but in trying to implement it, it doesn't actually work.  we have 3 different types of tickets we deal with that go into 3 different queues, and automating the form based on where the ticket goes would save work and the possibility of human error.

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  • Colin Piper

    @Nicole, I did not get an error. What do you see?

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  • Nicole Infiesta

    We ended up getting this to work after another try. When we first set it up, we didn't get an error - the form just wouldn't automatically change on the ticket.  Zendesk support was also unable to get it to work.  After some additional playing around and changing the condition to say ticket status=new (so it only triggers once when the ticket comes in), we did get it to work!

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  • Jim Stratton

    Oh, good, yet another thing that Zendesk customers have been asking about for YEARS and yet no one at Zendesk has indicated there has been any consideration for it at all...

    "...unfortunately my attention is on some other much-needed features at the moment."

    Was "put the most-used macros at the top of the list even though most customers don't want that" one of those features?

    "There are certainly things we want to update and change about ticket forms, but we're not ready to jump into it yet."

    It's been nearly 17 months since that comment - any idea when you WILL be "ready to jump into it"?

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  • Ayush Singh

    Hello all,

    I am part of the product team at Zendesk and our team would like to have a discussion and understand how your workflow is impacted by the underlying problem. 

    Kindly follow this link to book a time that works best for you: https://calendly.com/zendesk-ayush/30min.

    Best,
    Ayush
    Product Manager-Zendesk

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  • Michael Williams

    Hi Ayush -

    Has there been any progress on this feature?  We need it for our 24x7 premium support customers so that we can ask additional questions to justify calling out a support engineer if the issue is severe enough.

    Thanks,

    Michael

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  • Nicolas Bergeron

    +1 

    for historical customers (on prem) i may need to collect more information vs my SaaS customer...

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  • Nicole S.
    Zendesk Community Team

    Hi Nicolas - 

    Could you provide an example? 

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  • Nicolas Bergeron

    Hi Nicole,

    thanks for following up on my comment.

    Same as the above, depending on the organization of the requester (i.e. based on the fact the end user belong to a specific organization), i would like to be able to offer a specific form. The main reason behind it may be:

    - this is one of my legacy customer with an on-premise installation; more information would be required at the time of the ticket submission, for example i would want to know if the request is specific to a specific environment (Prod, Dev, QA) which is something irrelevant for my Saas Customer - i know i could have a selection box (cloud vs on-premise) but it would be one additional click and also will not be based on the organization of the end-users

    - another example, i might want to have a dedicated form my "internal" organization, i.e. end-user of my organization and offer a different form to them with a different form -- i am a bit on the fence for this one as it might be something i can do under a dedicated brand and therefore form.

    Maybe it is a discussion around best practice implementation and specific use case.

    Thank you,

    NB

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  • Nicole S.
    Zendesk Community Team

    Thanks for those details, Nicholas. That is helpful. 

    Do you feel that it would make a significant difference to have this be automated by organization rather than a user-selected drop-down as you mentioned? 

     

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  • Nicolas Bergeron

    hi Nicole, in todya's world with UX is king, a click less can be only beneficial to the end user, the ticket form is basically specific to their need from the get go vs having to select "i am part of this category so i need to select this in the drop down"

     

    hope it helps.

    thanks and regards,

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  • Nicole S.
    Zendesk Community Team

    Totally makes sense. Thanks for the input, Nicolas.

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  • Wolf Hilbl

    +1 Would love to see the implementation of this feature without the need to code 

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  • Sam Miners

    +1 Definitely want to see this implemented. Our Organisations are growing and evolving now to a point in which many of them need more bespoke ticket fields, but we also do not want to expose these fields to separate organisations. It is currently causing us re-consider using Zendesk as our support desk tool and we have lost some organisations because of their disapproval of how little they can have customised on their ticket submit forms.

    Is there any word on whether this feature will be available in the near future? Is it even being worked on?

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  • Brett Bowser
    Zendesk Community Team

    Hi Sam,

    It doesn't look like this on the roadmap currently but we greatly appreciate you adding in your feedback here. I'll pass this information along to the appropriate team for review and if they do have any other questions they'll follow-up with you.

    Thanks again!

    -1
  • Saikiran Sakaray

    is it not in the roadmap or Zendesk is not compatible. If the organisation does not take customer requirement on priority what is the use of developing new things ? Its been a long wait and still there is no answer on why it is not considered. The support team does not know how to guide and the development team does not know what is priority.

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  • C.W.Holeman III

    +1

    We also need this.

    In our case we want to give our customers a drop down list so they can select which site their issue is with, but only want to show each customer sites that are part of their organization. Is this not possible?

    This was first request SIX YEARS ago, and the Zendesk people originally kept saying it was going to happen. It was originally claimed that it would happen in **2014**. That's FIVE years ago. D-:

    Am I missing something, or is this still not possible?

     

     

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  • Brett Bowser
    Zendesk Community Team

    Hey C.W.Holeman III,

    While this isn't possible natively, it does look like we have an article that walks through setting this up using custom code in your Guide theme: Hide ticket forms based on user's organization (Professional add-on and Enterprise)

    I can understand why users would like to accomplish this without the use of custom code and I'll be sure to update our Product Managers so they're aware that others are still interested in this functionality.

    Let me know if you have additional questions for me in the meantime. 

    Cheers!

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  • Kaitlin Johnston

    This is also a feature our organization now requires as our business/customers have expanded.

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  • Josh Berg

    We're looking for something similar where it'd be dependent on the tags of an organization.

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