Help With setting up priorities

5 Comentários

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Richard - Would you mind elaborating a bit more on what you mean by "the Trigger section only recognizes if the custom numerical field is populated?"

    For instance, are you saying that the Ticket Field doesn't have this custom numerical field populated at ticket creation but this data is stored in Zendesk elsewhere (i.e. User Field, Organization Field)? 

    1
  • Richard Pixel

    Hello Chandra! 
    Thank you for reaching out. 
    Well when I access the Revenue ticket field in the Trigger section - I can see only this 


    Comming from Freshdesk I was accustomed to the option to include the possibility "Equals, Is greater than, is lower than" 
    I could then setup automations based on the values within these fields. 
    But the "present/not present" options are also in text fields. 
    With most of our text / numeric fields I simply can´t create dropdown fields, because I have too many variables.

    Am I doing something wrong or are there simply no automation possibilities with such fields?

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Aha, thanks for clarifying Richard Pixel! That was really helpful.

    So it looks like numeric or decimal Ticket Fields, triggers only support the ability to filter based on whether a value is present or not. However, you should be able to achieve this if you store the Revenue on the Organization or User record instead.

    Admittedly, I store this data on Organization record in our own Zendesk instance, so TIL that these same trigger conditions aren't available for numeric/decimal Ticket Fields. I did find this chart which explains what type of Ticket Fields support what type of conditions are supported for each Ticket Field type which could be helpful as you're getting started with Zendesk.

    Here's a screenshot though to help give you an idea of the Trigger options that would be available if you created a custom User or Organization numeric/decimal field to trigger off of:

    Do you think storing this data on either the User record or the Organization record would work in your specific case, or can you only sync this Revenue data from your CRM platform into Zendesk on the ticket-level? 

    1
  • Richard Pixel

    Hello Chandra, 
    thank you for this. I will be able to use at least some of the old automation I had setup thanks to this. 

    Sadly however, this doesn´t fix the issue globally, as we have several games, and a player might have a different value (level, reven., etc.) for each of the games, and this would have to be worked into several iterations of the field random.project.name_Level, which would take a lot of work and would be unproductive since the fields would take up space, and also they would be in a different view as the the default ticket fields.

    I hope you will add this feature to your existing ticket fields, I doesn´t make much sense having them in one field category, and not the other.

    Nonetheless, thank you. You have provided me with more information, than your support.
    Have a nice day!

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Richard Pixel! Sure thing - happy to hear that was at least somewhat helpful. :)

    I actually don't work for Zendesk - just a fellow Zendesk customer that volunteers as a Community Moderator to help share advice in the Community (I'm sure you'll see a few of us around for time to time on here) - so I wouldn't be able to submit a feature request on your behalf.

    I did a quick search to see if I could find an existing Feature Request post that you could upvote but I couldn't find one, so I'd recommend submitting this feedback here using the template Zendesk provides: https://support.zendesk.com/hc/en-us/community/topics/1260801325369-Feedback-Ticketing-System-Support-

    0

Por favor, entrar para comentar.

Powered by Zendesk