additional data (invisible for users) in custom ticket fields

10 댓글

  • Zac
    댓글 작업 고유 링크

    What if you synced your users with Zendesk, added custom dropdown fields on the user profile, then sorted the views by the tags those dropdowns add?

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  • David PG
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    Well, I'm in the same situation.

    I need to inject our custom fields straight into ZenDesk, so I can communicate both systems.

    Any proper idea?

    0
  • Aditya Sanghi
    댓글 작업 고유 링크

    Adding a custom tag like "peanut_allergies" using triggers isn't very helpful (as shown in the HC article).

    It would be nice if we have a way to add a tag from JS itself. 

    0
  • Stephan
    댓글 작업 고유 링크

    Same problem here. We'd like to transfer hidden data (page and customer related information for further routing and processing) with the widget, to get added as custom fields in the ticket. Data would be filled in the background and shall not be visible or editable by customer. Unfortunately the forms accept only fields that are visible and editable.

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  • Karl Rehnberg
    댓글 작업 고유 링크

    We have the same need. Why isn't it possible to send data from the widget invisible to the customer. We have information needed by our support team that is accessible when the customer creates a ticket from the widget. Since we can't submit in the widget the support team members have to find that data and add it manually before they can start working on the actual problem.

    This seems to a common issue since several years. Are there any plans for a solution?

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  • Daniel Aron
    댓글 작업 고유 링크

    Hi Karl, thanks for your feedback. We are aware of this need and are looking at ways to solve it holistically and securely. No ETA as yet. 

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  • Will Bisschoff
    댓글 작업 고유 링크

    Same issue here.

    Would be nice to be able to send custom fields when AnswerBot creates/solves a ticket as well

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  • Daniel Aron
    댓글 작업 고유 링크

    Thanks Will Bisschoff. Are there any examples you can share of the kind of data you'd like to pass through when AnswerBot creates/solves a ticket?

    0
  • Will Bisschoff
    댓글 작업 고유 링크

    Hi Daniel

    Some data that we would like to send:

    - subdomain

    - full url

    - app section

    - user type

     

    User type is needed as we would like know how effective answer bot is for the types of users, setting up different triggers based on the type of user etc (Not related to Knowledge base tags). 

    AnswerBot should ideally create tickets with the same data (or as much as possible) that is available for other tickets / forms.

    At the moment when viewing solved tickets in the Zendesk admin the ticket requester is shown as "Unknown (Answer Bot)". 

    Being able to send these extra fields (Tickets and AnswerBot) would help our support teams immensely.

     

     

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  • Alan Mark
    댓글 작업 고유 링크

    Same need here.

    We want to pass product build information for reproduction environment purposes.

    0

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