Create ticket functionality with drop down values having data relationship
I have a use cases , which I am looking to solve in existing Zendesk functionality.
Here is premise for case:
- We own several commercial warehouses across the country. Each warehouse we can refer to as ‘Site’.
- We as company are responsible for maintenance of these site and own equipment’s such as machinery , facilities, security cameras etc installed on respective site.
- These sites will be leased to different organization eg: Cosmos, ABHub, Tindlers, etc . One organization can lease one or multiple sites.
- Each site will have a Site_admin , these users are part of organization leasing site, and are there to provide oversight and report issue related to equipment or facilities to My company.
- My company have a set of agents ,who will receive the request/issue and triage it. Or create a ticket on behalf of the site_admin.
- Each Site have different equipment assigned with different model , each has its own identifier like a barcode or unique label.
We are looking to create a Zendesk ticket/request form for Site_Admins, where user will be able to select values from a set of dropdowns, and each drop-down selection populates values in other drop down. Such as user flow for Jack as descripted below:
- Jack belongs to organization Cosmos. Jack is Site_Admin for a Site LA-1 ,LA-2. Jack wants to report an issue with LA-1 -> equipment -> lifter machine -> Label: Lift-6-Aile4
- When Jack is on ticket form , he has option to select Site via drop down values LA-1, LA-2. And Select LA-1
- After LA-1 He has option to select ‘Issuer For’ Equipment or facility or other issue. These values should be populated based on Site Selection. (Site LA-2 might not have option to create facility ticket). Jack selects Equipment.
- Next Jack has option to select Equipment type from a drop-down selection Lifter Machine, Power Lifter, docking system etc . Again, these values are dependent of Site selection and equipment installed for a particular site. (May be site LA-2 doesn’t have Lifter machine , so this selection option should not be available for LA-2 selection). Jack Select Lifter Machine
- Next Jack has option to select Label/identifier of Lifter machine from drop-down values. Values available for selection are again based on Site, Equipment , Type selected by user in previous drop-down.
We are looking to create a good user experience on Zendesk for end customers and Agents.
Note: Our backend system will have all the relationship data between Sites, equipment’s installed on site, or any other miscellaneous data sets/relation. Which we can pass to Zendesk if needed and with some configuration or logic Zendesk ticket form is available with drop-down value based on selection of other field.
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Hello Gulzar Shikalgar,
For a small number of sites, you can utilise custom ticket fields and conditional forms. You will basically create separate drop down field for the machinery of each site that will appear/disappear based on the user selection in a previous custom field representing the site. However, this can get messy as the numbers increase.
You may get better data overview and personalized experience with sunshine custom objects using one of the free or paid marketplace apps. This will work great with some customization to your request submission page that identifies your users and their related sites and machinery.
Full disclosure: I am the developer of some of those apps.
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Hello Ahmed Zaid,
Thanks for pointing us to Custom object, we have explored them and creating relation between our objects and Zendesk object such as organization and user might be the right approach.
The main challenge we have is how to do customization of request submission page, with drop down values from custom objects-relationship. Are there any out of the box plugins/apps or implementation available?
I am guessing we will have to implement whole custom page to meet our requirement as per Creating custom pages in the help center.
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Hello Gulzar Shikalgar,
One way I would do it is by some frontend development to the new request template where you call custom objects API to retrieve the user related objects. This should not be a problem for authenticated users if the proper permissions are set on the object type and relationship type.
After that, you would need to use the retrieved objects to create a drop-down input. Then you use the selected option to populate a hidden ticket custom field.
No doubt it needs a bit of effort. So, let me know if you have any questions.
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