Link user field with ticket field

Aside: I see that my last comment is pending approval, probably because I edited it about 10 times. It would really help if the Zendesk interface made it more clear which Sebastian I am tagging! There are many, and for some reason, the one who is mentioned most recently in this thread is just mixed in with all the others, so I have no way to identify which Sebastian in the list is the correct one.

 13333521307 I have got this set up best I can, according to your example. It took a few tries to get a successful "send" of the HTTP target (the problem was that I had /token at the end of the admin email address as you do, but that was apparently not working right in my setup). 

However, I still haven't gotten a successful update to the user profile field. I have tried a dropdown field and a text field, but neither one is updating. I would also be pleased to have a tag added (that is really my ultimate goal here....) so I am going to mess around with that a bit.

I have a Google doc that shows screenshots of all my settings, so if you have time to review it and see if you notice any issues I'd really appreciate it!

https://docs.google.com/document/d/1Yy07NyjLD3ngY2uPURr9X4VYEGPFHKsphrCc4AU_7ZI/edit

13333521307 Thank you SOOO much for taking the time to write this up!!! I cannot wait to try it out!!!

Hi Marci,

Yes, here is how we ask the users for their preferred language and set it accordingly.

Users fill in a form field in the contact form where they can chose their preferred language.

It is defined like this:

It has these values and keywords:

When the ticket comes in a trigger starts. 


I will show the chosen target later. That dynamic content field contains this:

{% if ticket.ticket_field_360000267739 contains 'magyar' %}{% assign lang='hu' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'español' %}{% assign lang='es' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'français' %}{% assign lang='fr' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'türkçe' %}{% assign lang='tr' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'deutsch' %}{% assign lang='de' %}{% endif %}{% if ticket.ticket_field_360000267739 contains 'english' %}{% assign lang='en' %}{% endif %}{{lang}}

So basically it sets the variable lang to the language we would prefer to serve the user out of the users choices. Then it prints the content stored in the variable so the json in the trigger contains a language code that zendesk can understand.

The JSON is sent through a HTTP target you can set up under Settings -> Extensions, like this:

The URL needs your companies zendesk subdomain. The target will send the JSON file to zendesk and zendesk changes the users profile data. The user setting is updated and the new setting stored before an agent is working on the ticket. That's all the magic already.

13333521307 Can you please tell us more about how you used the HTTP target and the Zendesk API to accomplish this? I am VERY interested in your method!

I use a trigger to update the user language based on a setting a user was chosing in the ticket. It can also be done the other way around.
I misuse a HTTP target and the Zendesk API. I don't instantly see why this shouldn't work with custom user fields as well. For information like teacher, phone number and so on.

I just +1'd this thread. It's been 4 years with no development, but I've never understood why Zendesk doesn't have this capability in the first place. It seems like such an obvious thing -- if we want to know information on the ticket, we surely might want to connect that information with the user's account as well.

Many things have been mentioned in this thread already: the user's phone number, product IDs, information the dev team needs to take action. The number of use cases must be infinite.

The trigger idea only works if you want to update a ticket field, send a notification, or change the requester. We all want to update the user.

In our case, we ask the requester if they are a student, parent, teacher, or admin. We also ask for their first and last name and the school they are from, and a few other things, like the email address they used to create their account (which is often different from the one they are using to submit their ticket).

All of this information is needed to solve their ticket...and it's also needed for using other Zendesk features, like user segments. So it should all be associated with the USER when the request is submitted. Even something as mundane as their first and last name (different from Zendesk's built-in "Name" field...which is kludgy) has to be updated manually. We need to be able to fly through tickets, not spend time updating users manually as we go along.

We are now trying to set up Guide to allow certain user segments to edit and publish articles in the Help Center, and view (or not view) certain parts of the help center. For this, we need to have the user's role (student, teacher, etc). We have been updating this user field manually for a while now, but the ones that got missed we have no way of finding.  It would be so nice if those user accounts had all been tagged when the user submitted their first ticket.

I am going to investigate some developer options, but if I'm missing something obvious please do let me know. :)

Thanks!

Hello togehter,

our Company has the same need: we need to tansfer our customer-number from the user field into the ticket field. Unfortunately, the before discussed solution by transfering the numbers with the help of a dropdown field is because of the huge and fast growing amount of our customer-numbers not practicable.

both fields are text-fields because of alphanumeric data.

Furthermore, we need the Information of our customer-number within our reporting, in order to evaluate the number of Tickets per store.

It would be very helpful to get a function of linking both Information fields, e.g. by trigger.

Thanks and Regards

Tobias

I have the same need.  I have had a store location Ticket Field and now we have need to put that in the User record so we know their main store. We have 187 stores.  I don't want to have to add a new store (we're growing rapidly by acquisition) to two different field lists every time.  Is there an easier way?

Can I set a text user field to update from the pulldown Ticket field via trigger?

Hello Brett and Nicole, thank you for the communication. Wanted to add and get your thoughts on our scenario.

We have Shipping Address Fields on the User Record in ZD. We are trying to figure out how to display those fields on the Ticket Form we are using as we test with ZD.

It appears you can only display Ticket Fields, on the Ticket Form. But our process requires that we grab shipping information on the ticket, that can then sync back to the customer record in our ERP system.

Seems like we might be able to display these fields on a custom ticket we have a developer build. i do not think the tag/action scenario would work since shipping address fields are completely different for all users. unless im not connecting the dots in my mind properly.

Please add my vote to include native functionality where we can display User Fields on the Online Ticket Form.

Thanks,

Alex - Big Agnes Inc.