Reference an Organization Field in Tickets

6 コメント

  • Chandra Robrock
    Community Moderator

    Hi! You might be able to achieve this with Triggers. For instance, you could create a trigger that says:

    Meet ALL of the following conditions

    Ticket is Created (or Updated, depending on your use case)
    Account Type (Organization Field) is Type A
    Account Type (Ticket Field) is not Type A

    Actions

    Account Type (Ticket Field): Type A

    Do you think this could be a good option for your specific use case, or were you hoping to avoid creating a second Account Type ticket field?

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  • James Hanley
    Zendesk Product Manager

    Hey Atzikas,

    James here from the Zendesk Product team, I don't want to detract from Chandra's suggested solution, but I'm interested in knowing a bit more about your field and use case.

    Can you explain some more about what you would like to do with the field once you've created the lookup? Is it just about presentation to your agents, or are there additional things you'd like to do with the field that only ticket fields can do?

    Thanks in advance for all your insights.

    James

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  • Dan Cooper
    Community Moderator

    Atzikas I would go with Chandra’s solution, but I recently learned about another solution that may work for you as well.

    You can technically create an organization drop down with the same tags as a ticket drop down field.  By setting the organization drop down field, all new tickets created in that organization will automatically inherit the same tag which would set your ticket drop down options.

    I thought this was a bug the first time I discovered it, but I was told it was a feature to allow for fields to be automatically set for customers of certain organizations as required.  The main reason I’d recommend using Chandra’s solution though is that you’ll get an event log history as to why the the ticket field was set.  In the organization field override, a customer could select a different field option on a ticket form and the organization would override it and you wouldn’t know.

    I’m sharing it more as another option, just in case.  

    James Hanley, I do have some thoughts here if you don’t mind me jumping in with some of my use cases for this sort of field. Our customer base is largely defined at the organization level, we sell support plans which cascade down to the members of an organization so the organization level details are an important part of customer context for us.  Being able to see those as prominently as some of the user specific data is useful to us.  

    Organization and user fields are also limited compared to ticket fields in that they cannot be disabled (even via ZAF).  This is limiting when we have systems feeding into Zendesk with data we’d like to stay read only as Zendesk isn’t the source of truth for that data.  Today we have to hide fields to get close to this where we can disable ticket fields.  In addition, ticket fields are tracked in the event logs of the ticket where organization and user fields are not.  It would be great to see these captured somewhere to see a history of events on these org/user objects. 

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  • Atzikas

    @Chandra Robrock

    Not sure if this works - I am not the familiar with Zendesk as I am more of a Salesforce user but I basically want the Account Type (Ticket Field) to inherit whatever value is set for Account Type on the Organization Field. 

    I tried to play with the triggers but under actions it wants me to preset it with some value. 

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  • Chandra Robrock
    Community Moderator

    Hi Atzikas - Happy to clarify! With the approach I recommended, you'll want to create a separate trigger for each of the options available for this Account Type field. For instance, you could have one trigger for Account Type A, a second trigger for Account Type B, etc.

    If you have a longer list of Account Type options and would like to avoid creating numerous triggers, I'd recommend going with Dan Cooper's solution of creating a Ticket Field which uses the same tags as your Account Type Organization Field.  

    Let us know if you have any further questions about either approach!

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  • James Hanley
    Zendesk Product Manager

    Hey Dan Cooper,

    Apologies for the slow reply, but thank you for jumping in and providing your use cases.

    Just to validate my understanding;

    • It sounds like you're in a B2B company, and you need the context of the support plan the business account has purchased to be available on the individual customer records - so that; when a new ticket arrives, the support given is in respect to what support plan the account has purchased?
    • Additionally, you would like to be able to specifically limit some (all?) user or org fields to be read-only in Support - because; the system of record for those values is outside of Zendesk and they should not be editable inside Support?
    • Lastly, you would like any changes on the fields to be audit trailed - so that; if any changes occur, you could validate when, who and why that change was made.

    On the last point in particular, does this use case for you disappear if the fields are read-only? Or is there still a valid other use case for fields being editable and you would like the changes in the audit log?

    One last followup, is there any other things you do with or would like to do with, (eg. wave a wand and do a thing) with your customer or organisation data in Zendesk?

    Thanks so much for your thoughtful reply.

    James

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