Organization fields in each ticket

10 Comentários

  • Dave Dyson
    Zendesk Community Manager
    Hi Claus,
     
    You could create a parallel ticket field that mimics your Organization field, and then for each value of that field, create a trigger that operates on newly-created tickets and sets the ticket field value to that value of the organization-level field. Then put that ticket field at the top of the list of custom ticket fields in the ticket form(s), so that your agents will always see it.  If you only have a few field values, this isn't too difficult to set up. 
     
    1
  • Alison Wallace

    Hi Dave! I'm glad to hear this is possible! How can I set the ticket field value to that value of the organization-level field? I don't see this as an option when I create a trigger.

    1
  • Dane
    Zendesk Engineering
    Hi Alison,
     
    As whatDave mentioned, you can create Ticket Fields similar to your org fields. Afterwards, you'll need to create a trigger that will check the condition for Organization: Custom Fields and an action to designate a value for the corresponding Ticket Field.
     

    0
  • Vamshi R

    If we have many field values(approx morethan 2000) in organization fields, how can i create the trigger?

    0
  • Dane
    Zendesk Engineering
    Hi Vamshi,
     
    The method above is not practical if you have that much organization fields. What I can suggest is the use of Webhooks/API in combination with triggers.
     
    Endpoint
    https://yoursubdomain.zendesk.com/api/v2/tickets/10240519.json
    Request method
    POST
    Request format
    JSON
     
    Triggers:

     
    JSON BODY:
     
    {
    "ticket": {
    "custom_fields": [
    {
    "id": <Custom Field ID>,
    "value": "{{ticket.organization.custom_fields.<Field Key>.title}}"
    }
    ]
    }
    }
     
    The <Custom Field ID> is the ID of the ticket field. <Field Key> is from the organization custom field.
    0
  • Vamshi R

    Hi Dane, 

        I am talking about organization field values, let me explain you.

    We have an organization field "Netsuite#" and this field is having more than 2000 field values. Each Customer will be having their own Netsuite #. Now i need to populate those values on the ticket field "Netsuite id" which i created a new one..  

    0
  • Vamshi R

    Hi Dane, 

       Any update on my above query?

    0
  • Dane
    Zendesk Engineering
    Hi Vamshi,
     
    The method I have provided above can also work for your use case.
     
    Please take note that webhook and API utilization are outside Advocacy's scope and it needs to be performed by someone that is familiar with API. The payload below will update your custom field "Netsuite id" depending on the value of "Netsuite#".
     
    {
    "ticket": {
    "custom_fields": [
    {
    "id": <Custom Field ID>,
    "value": "{{ticket.organization.custom_fields.<Field Key>.title}}"
    }
    ]
    }
    }
     
    You can refer to the articles below for more information.
    0
  • Sam Misemer

    Dane

    Thank you for the shove in the right direction on this. I have managed to almost get to where i am going but got lost in your reply to Alison above on 4/4/22.
    My use case is that we have to login to a client specific website to address certain issues for our clients. I have populated a custom field in the Organization with a RegEx url and am trying to get that to show up in the standard ticket form and get populated by a trigger.
    I (as per your example above) created a corresponding custom ticket field, so far so good. I used the 
    Ticket /is/ Created and
    MyCustomClient Web Address/ Present
    for my Meet Alls

    My action however does not show the Action under Organization MyCustomClient Web Address that says MyCustomClient Web Address To Ticket as you show in your screenshots.
    All I get is just MyCustomClient Web Address and then a blank input box. Am I missing a step or have I misunderstood?

    Thanks to anyone in advance who might be able to help :)

    -SCM

    0
  • Dane
    Zendesk Engineering
    Hi Sam,
     
    You'll need to go to the ticket field directly to verify what is the display name of that specific field and use it on your trigger actions.
    0

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