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Allow end users to update fields after ticket is created



Data ultimo post: 20 set 2012

Sometimes our end users change their mind, think of a better way to summarise their issue or request that we change the requester to the person who experienced the issue as opposed to the person who emailed/logge into Zendesk. I appreciate that some fields should really be untouchable to the end user at all times (eg. assignee, group, status, etc) but would like the ability to allow the end user access to their own fields (perhaps a flag on the ticket field? we currently have one that allows the end user to populate on logging, could we have one to allow the end user to populate on update?)


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We have custom fields on our ticket that the user can select and edit when submitting a ticket through the portal but after that, they are unable to change these fields. The portal from the end user's standpoint is a useless interface. Why can't they edit fields that I have setup as editable by the end user?

I don't expect to see ZD do anything about this. They really don't listen or address these valid concerns that their loyal base submit. Comments go on for 10 years and nothing. I'm looking at the possibility of switching to something else with a more responsive development team. There are just so many basic functions you assume would be in this product only to find that not only are they not there but ZD has known for years that people want/need it and do nothing.

It has been 3 years. How long does it take development to give a thumbs up or down on this so we can just concede defeat and move on to another product?

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David Windell Can you share the Javascript you are using?

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David Windell

That is exactly what I was looking for. 

 

I think that would be a great tip to add to the community if your company would allow that. I really think a lot of Admins would be interested if you were to do so. 

If you don't want to go through the trouble but don't mind sharing the code you used, I would not mind writing it up for you. 

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Using some custom Javascript in a custom HC theme we added this which calls our remote API:

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David Windell

Now I am even more interested. 

Are you displaying something on the help center that allows the user to change the information?

Or is this on a custom-built form?

 

I am interested because I am trying to get away from email submissions but there will always be those who want to do it that way. So, I wondered if there was a way to update a ticket from Zendesk HC. Of course there is not. Then I took a few hours and created a proof of concept of sending any email ticket request a response that auto-generates essentially a form that they can fill out and update the ticket. I plan on telling requesters that email their ticket in that we will not look at it until all of the information is added.

The reason I did it that way was that there is no way for an end-user to update a ticket from HC. 

I ended up creating a simple endpoint that I maintain to do this. In the same way, the request gets sent to my endpoint. But, I was not sure how I would go about it on the actual HC. Like adding options or something to the form they see in HC.

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We don't directly connect to the ZD API, our custom JavaScript makes a request to an externally managed endpoint which in turn updates the ticket in ZD. It's a hack, but it works.

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David Windell

If you don't mind me asking, how did you use the the API to accomplish this?

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We've had to implement this with an API hack, would be great if this could be part of the core product.

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We would also like the ability to be able to allow our End users to Escalate and change the priority of Tickets themselves.

 

This seems like a very basic feature that should be table stakes for a CRM.

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Pretty basic feature. A Customer should be able to self serve and update the priority of a ticket simply by toggling the field in the Zendesk Portal as opposed to add a comment to request someone to do so...

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