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.
Por favor, entrar para comentar.