Display organisation fields in tickets?

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6 Commentaires

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Yes. You can reference them via a trigger or macro. We do it all the time. You just need the Org field key.

    For example: {{ticket.organization.custom_fields.ccust}} where ccust is the field key.

    To get the org field key, go to Admin Center and under People>Configuration>Organization fields you can find the key for each field.

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  • Richard Adams

    Hi Louis, 

    Thanks for the reply. How would you use a trigger to update a ticket in this way? Do you have a screenshot showing the Criteria and Actions that would be used?

    Thanks,

    Rich.

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    We send emails via triggers as well as many other actions such as automatic public and private replies. You simply input the Org field in the format I presented above wherever you want it to appear.

    I do the same thing with macros in some cases.

    I'm not sure what kind of detail you're looking for, but if you can explain it, I'd be happy to share.

    Here's a for instance that we send to our billing department:

    Please bill customer # {{ticket.organization.custom_fields.ccust}}

    and so on.

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  • Beto
    Zendesk Customer Care
    Hello Richard!
     
    Louis is correct in that the best way to display organisation information on a ticket via Triggers or Macros is through the use of Placeholders. These can be set up so that they populate the comment/reply sent to the end-user with the information on the organisation field. This article has some valuable information about using Placeholders in Business rules (Triggers, Macros, Automations): Using placeholders. And this other one has a reference to all placeholders found in Zendesk Support: Zendesk Support placeholders reference.

    Now, unfortunately, you cannot change the value of an organisation field via a Trigger or Macro, this can only be done via the Agent Dashboard or via the API.
     
    I hope this was helpful!
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  • Claus Meisel

    I am trying to solve an issue and I am not sure where to start. We sometimes have organizations that require special handling. We already display the customer Tier and support package in each ticket (as part of a churnzero app) but special handling are cases like: 

    - An organization had many issues and support needs to be extra careful with them and talk to customer success first

    - The customer has a specific setup so when we help them to update to the latest version, support needs to review specific notes for this customer. 

    -and, and and

    I created a field in the organization (customer requires special handling) and I was hoping we can find a way to display this field (which might have text and a URL in it) in each ticket so the support agent can easily see it. 

    I am open to any other suggestion on how we let a support engineer know if they work on a ticket for an org that is requiring some different steps for them to follow or material to review first before they work on a ticket. It needs to be a way that is easy to see. 

    The status special also changes. An organization is not always in this state (some might be) so ideally we can change this state easily too or populate the field via SalesForce (which is how we do this now) or via slack. 

    I would appreciate any suggestion//tips on how to process. To hope each support engineer clicks on the organization to review if there is special handling required, will not work, we tried that. 

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  • Dave Dyson
    Hi Claus,
     
    I answered your question over here:  Organization fields in each ticket
     
    Generally, try to just post your question once -- thanks!
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