Link user field with ticket field

45 Commentaires

  • Catherine Michalak
    Community Moderator

    Hi all, not sure if this helps but sharing anyway in case someone is looking to have a connection between user field and ticket field working the other way around where user field will populate a ticket field automatically.

    An example.

    You have a user field "Country" that has an option "Netherlands" with tag "netherlands" and comes through automatically or is added to all your users from the Netherlands.

    You can create a custom ticket field "Country" with the same option "Netherlands" and the same tag "netherlands" so when a ticket is created by a user from the Netherlands for example, the ticket field "country" will automatically get populated as "Netherlands".

    This solution helped us get better grouping and ticket info in our views which we were not able to achieve with just the regular user/ticket tags.

    I doubt that this will work the other way around so that ticket field will update a user field with the same value.

     

    6
  • Scott Whitaker

    I would like to link a custom ticket field "Account_ID" to a custom User field "Account_ID". This is a text field, not a dropdown or a tag. 

    +1 for this linking of ticket fields to user fields

    4
  • Simi Success Team

    I second this.

    2
  • Kuvings USA

    Same here.

    2
  • Joe Caiati

    Definitely want this

    2
  • Tony Vardiman

    yes please.

    2
  • Marty Whitby

    +1

    2
  • Jeoffrey Favraud

    +1 

    2
  • Kristen Zirkler

    We are just trying to populate the User Name field on the User from a ticket form. There has to be a way to do this!

    2
  • Vladan Jovic
    Community Moderator

    Huh, my clients really need this. 

    2
  • Hemin Desai

    This would be a great addition. We would like to pass information from a Numeric User Field to a Numeric ticket field

    2
  • Kate Rowe

    Hi 

    We have another use case for being able to update a user field from a ticket and that is for customer contact phone number. We often don't have a phone for our end users but would like to add a contact number field on the web form for our end users to enter a number in case we need to call them directly.

    I cannot see a way of automating an update to their user phone number from a field on the ticket.  Are there any workarounds for this ?

    2
  • Nicole S.
    Zendesk Community Team

    Hi Marianne - 

    We haven't seen a large number of requests for this at this point in time. However, we are continuing to collect votes and detailed use-cases to see whether this is something that would be of high impact and value for a significant number of customers. 

    1
  • Thomas Joussot

    +1

    1
  • Mike Ryan

    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

    1
  • Johannes Bezuidenhout

    This is an absolute must-have for us. Not being able to connect these fields is disrupting our ability to integrate Zendesk into the rest of our organization's data ecosystem, and it not only hampers our support operations, but also prevents the accurate reporting we depend on in this growth phase.

    1
  • Nicole S.
    Zendesk Community Team

    Hi all -

    I checked in with the product team, and they said that while this is not something currently being worked on, this conversation has caught their attention and the next time they have an opportunity to explore new ideas for future development this is a request they will revisit.

    In the meantime, there is one way to accomplish what's being described here via the triggers functionality. It's a bit cumbersome to implement as you have to create a separate trigger for each field relationship, but it will get the job done:

    1. Trigger condition: [first custom a field] is [value from custom field dropdown]

    2. Trigger action: [second custom field] [second custom field value]

    If your two lists aren't too long, this would work to link your two fields.

    Hopefully that helps some of you, and we will follow up if and when the product team is able to dig into this request. Thank you as always for your feedback and for bringing this need to our team's attention!

    1
  • Charlie

    I've tried both the trigger approach and simply having both fields and values exist on both the user and the ticket, but I can't get the ticket field values to update after the ticket has been raised. The ticket value is set correctly at the point of creation, based on the user field value, but if I subsequently change the user field again, the ticket field does not update, even if I have manual triggers set up to do this. Should this work?

    1
  • Neus

    I have the same problem with telephone numbers. As is not a drop down I can´t link both.

    1
  • Ryan Gott

    I work in an environment where one user can have multiple products, denoted by a unique product ID. If we could allow users to enter an ID on the ticket level and trigger a new user field to populate with unique values entered on the ticket level it would help us better understand the products our users have with us.

    1
  • Marianne

    @Zendesk, is there already some kind of way to connect these two field types? I'd like it too!

    0
  • Heather Rommel
    Community Moderator

    @Catherine

    YES! We do this also for location. We only run into an issue if someone happens to work for multiple locations like IT people lol

     

    0
  • Marianne

    Hi, is Zendesk planning on adding this feature? Our agents add a user ID to a ticket, but I'd like the custom user field to get updated then as well. So the condition is: custom ticket field = present > action is: custom user field = custom ticket field.

    It's not possible using triggers now, as all the ID numbers are unique and adding a tag has no sense, unfortunately!

    0
  • Erik Cummings

    +1

    Would love to have an end user be able to submit a ticket via the support site and have it update a custom user field

    0
  • Nicole S.
    Zendesk Community Team

    Hi all - 

    Please register your vote with the voting arrows on the original post, a "+1" comment neither registers as a vote nor gives Product Managers any useful details about why you need this, how it would impact your business, etc. That information is, however, very helpful, and I encourage you to share more details with us. 

    0
  • Heather Rommel
    Community Moderator

    @Mike
    Yes! That's what we do too. Great step by step instructions. Thank you

    0
  • Thomas Joussot

    @Mike, thank you for sharing this, much appreciated!

    0
  • Sebastian

    We also found this solution to populate a tickets form fields through the keywords added to a ticket from the user. However, unfortunately this does only work for dropdown or checkboxes. When it comes to textfields, it obviously has no chance anymore, because there is no data transport. I installed the app "User data", however it does not show anything in custom user fields. So info we import into zendesk, can't be seen anymore. Also clicking on the user to check these details is greatly dropping the ticket solving time. Instead seeing everything at a glance, we need to click on the user, check there, wait the zendesktypical loading times and close the view again. It could be so easy though.

    +1

    0
  • MILAD AZADI

    +1

    0
  • Johannes Bezuidenhout

    Thanks for the update, Nicole. We'd be more than happy to work with your product team to scope this out when they're ready!

    0

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