Français

Comparing or calculations on many numeric/decimal fields in Zendesk ticket

WRO Jacuk-Zurak, Marta

Hi,

In our Zendesk tickets, we have a couple of numeric or decimal fields in many. It would be efficient for the agent if the calculations or comparing these fields could be set up.

Examples:

  1. I have costs like hotels, meals, and others which are numeric fields. In the end, I have field 'Total' where is a number which is a sum of the three previous fields.
    Hotel + Meal + Other = Total

    The above will help us to eliminate human error when calculations are done manually and manually copied.

  2. I have different costs, and some costs cannot be higher than the other. I would like to have a possibility to set up such conditions, which would pop-up an error and prevent from submitting a ticket.
    Example (based on the previous one):

    Meal < Total

    Meal = 20
    Total = 10
    It will show an error saying that the Total field cannot be lower than Meal

    Meal = 10
    Total = 20
    No error, agent can submit a ticket

 

Thank you

6 Commentaires

  • Simon Boe

    Hey @...

    We actually tried to do something similar last year like your scenario 1 - the math piece was however fairly more complex - which is why I know you can do this.

    Scenario 1:

    You can build a trigger, that updates the ticket through a target.

    Zendesk doesn't recommend doing this, but since you're only going to need one trigger, we've ourself have not experienced issues with race conditions.

    The recipe is roughly this:

    1. Create a target that targets the ticket, and uses the update API endpoint

    2. Create a trigger that checks for nullifying tag, being set as an action on this trigger as well. 
    Add a condition that the fields containing the data you want to do the math from is not empty.
    In the target JSON field, write your syntax to update your "Total" Custom field, and in the value of updating this, add Liquid markup, where you e.g. plus the one custom field value with the other. This can be a bit complex though.

    Scenario 2:

    I am not sure how this would be done, as I don't deem it possible at all in native Zendesk at least.

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

    0
  • WRO Jacuk-Zurak, Marta

    Hi @...,

    Yes, I am aware that we can build an API, that would do calculations in the background or add it as a target. But since in Zendesk ticket fields type can be numeric or decimal I think that it would be a nice improvement of the Zendesk application to have a possibility to do the math on them.

    Regarding scenario 2: I was thinking about adding conditions on a ticket form, where the admin could choose that the field Meal needs to be lower than Total.

    This is just my idea of the improvement of the ZD product itself and not having another application.

    Thank you

    0
  • Fabio

    Hi Simon,

    I just searched the Zendesk Helpcenter on how to use Liquid Markup to calculate numeric values or use it in JSONs and didn't find anything. Could you help me out how this should look like? 

    0
  • WRO Jacuk-Zurak, Marta

    Hi,

    Is there a way to use numeric/decimal ticket fields in Views?

    I mean, I have an end-users that creating the tickets, but their ticket is for the 4 people (number if claimants) - and this is a numeric field.

    I would like to have a View with tickets where the Number of claimants has 3 or more.

    Thanks

    2
  • Regina Giuliani

    +1 WRO Jacuk-Zurak, Marta comment. We are pulling CSAT Star rating into a numeric field. We want to use a trigger to create a tag for the different star values so we can segment them in separate Views or not display in a View. We would love a way to be able to do this. Now we have agents open all survey reply tickets and use a Macro to tag the tickets. We'd love to have those tags set via a trigger so we can remove tickets from the work flow (tickets not needing to be touched or shown in the Views) and save resource(s) time.

    0
  • Noly Maron Unson
    • Modifié
    Zendesk Customer Care

    Hi Jacuk and Regina,

    I understand that you're looking to create a Zendesk view based on the numeric value in a custom ticket fields. Regretfully, at the time being, Zendesk does not support the ability to create views or filters based on specific numeric values within a ticket field.

    However, there may be a workaround you can consider. You could use tags as a pseudo-filter. Here's how:

    1. Use a dropdown custom field with values as numbers like 1, 2, 3 or more.

    2. Create a trigger that adds a specific tag to the ticket when the Number of claimants is three or more.

    3. Then, when defining your view, you can add a filter for tickets that contain this tag.

    For example, your trigger may look something like this:

    • Meet ALL of the following conditions:
      • Status | less than | Solved
      • Ticket | Is | Updated
      • Number of Claimants (your custom field) | is | 3 or more
    • Perform these actions:
      • Add tags | three_or_more_claimants

    Then, when creating your view, you would add "Tags Contains at least one of the following | three_or_more_claimants" to your conditions.

    While not perfect, this may offer a solution to filter your tickets as desired until such time Zendesk supports numeric filters.

    0

Vous devez vous connecter pour laisser un commentaire.

Ce n’est pas ce que vous cherchez ?

Nouvelle publication
Réalisé par Zendesk