Build workflows that references external (non-ticket) data
I'd like a better way to build ticket workflows using data unrelated to Tickets, to make it easier for us to use Zendesk for our business processes which rely on non-ticket data.
For example, I'd create a "Checkbox" field like "Assign web orders to RPA" and set the value to "Checked". My triggers can then reference that field, and only assign new tickets to RPA group while this condition is true:
- (Global field) Assign web orders to RPA : Is : Checked
Or I create a field like "Re-route new Engineering tickets to Operations" and when traffic dept. sets the value to "Checked", my triggers ensures tickets are routed to Operations group during summer vacation breaks, when the engineering people are away. All traffic needs to do here to change the workflow state is to toggle the field value.
Being a Zendesk admin for many years, we have had lots of situations where this was needed, but's its very complicated to accomplish today using Zendesk's build in business rules. You either need to put this data into each ticket and end up with state-related data plus lots of editing of business rules to cater for changes in external state (e.g. to enable or disable a flow), or build a 3rd party service (or use ZIS or similar).
Using Zendesk to build workflows off data that isn't connected to a Ticket should be easy. Today its hard.
As a Zendesk admin, I want be able to build a process in Zendesk and instruct traffic dept. to toggle a feature flag value in Zendesk, to flip the state of my business processes. I don't want to go in and edit my business rules every time - it's cumbersome, error-prone, complicated, and I cannot delegate it to non-Zendesk admins.
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Here is a few use cases. I know there are many more uses cases, please go ahead and add them.
Easily turn on and turn off routing
We build a RPA business process, and as developer tests the flow they manually route the candidate tickets. After the process is ready to release, we want to tickets to automatically be assigned to the RPA group.
- Meaning, we want a trigger that fires as new tickets are created, and assigns them to RPA group only if I have a field "Assign web orders to RPA" with the value "Checked".
We have an RPA order process but for some reason it breaks. Tickets are rushing in and ending up in a messy state, building up a backlog that will be complicated to sort out. If this problem starts to occur, we want to quickly change the "Assign web orders to RPA" field to "Unchecked", so the RPA team can address the issue, while support manually handles the ticket.
- Any admin could switch the "Assign web orders to RPA" from "Checked" to "Unchecked", without going into and changing the triggers.
Turn on “longer handle time” or “vacation” messages
We want to add a notice about longer handle times. Our traffic operations or an integration could change the state of a global field like “Longer handle times”: “Checked” / “Unchecked”, and we would have triggers in place conditioned on that.
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To be clear. It's not that you technically couldn't find way to use tickets-related data or API/etc to build workflows off external data. But it's not built-in to Zendesk today, and it becomes complicated. Zendesk is complicated enough already, and I want better primitives to build my business processes.
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