Update ticket fields based on interactions (user events) | Community
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Update ticket fields based on interactions (user events)

  • June 13, 2023
  • 2 replies
  • 0 views
Agustin12

Hello everyone! 

I am looking for a way to differentiate between customers who have already made several purchases and those who are new customers. 

It occurred to me that a possible solution could be to create a custom ticket field with values like "regular customer" (for those who have purchased more than 1 time) and "new customer" (for those who have made only 1 purchase).

And then, if a user has more than 1 previous purchase interactions, then by means of a trigger, the ticket field value could be changed to "regular customer".

However I noticed that triggers cannot initiate actions based on historical interactions (user events).  

It's not clear to me how I could solve this need well with native Zendesk options. For example with triggers, tags, fields?

Any thoughts?

Thank you very much. 

    2 replies

    Jahn11
    • Jahn11
    • June 14, 2023

    Agustin Florio - here's what I can suggest based on your use case.

    1. You can create custom user fields with those specific options (drop down)
    -New Customers
    -Regular Customers
    2. If you have a list of your customers (via CSV) who have previously purchase and want them to be added in the user profile, you can do so by importing files in Zendesk to fill out that specific custom user field. Link: https://support.zendesk.com/hc/en-us/articles/4408893496218-Bulk-importing-users- 


    Agustin12
    • Agustin12
    • Author
    • June 16, 2023

    Hi @jahn11 ! 

    Thank you very much for your advice, I really appreciate it.

    But we are looking for a way that is less "manual", more automated. Avoiding the client having to upload files. 

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