Is it possible to create a ticket view based on a custom organization field? The best solution I have come up with so far is to manually add a tag to the organizations which will create the tag on the tickets. I can then create a view based on the tag. Note: multiple organizations would have the same tag.
I did read through this article and suggested the same thing, but wanted to check again since that post was made 2 years ago.
@Dave Dyson unfortunately that article is closed for comments.
Hello @Melody Quinn,
Our apologies for this. I've gone ahead and opened to thread for comments. Let us know if you run into any other issues or if there are any other questions we can answer for you.
Best regards.
Thank you @Devan - Community Manager, I reposted the question over there:
I am trying to create a view based on a custom field on the organization record that is synced from Salesforce. The custom field is the organization’s account executive (AE). The AE’s need to see all their clients ’ opened tickets in one view. I am not sure how I can use tags since the AEs on the organization could change from time to time and when a change occurs, any opened tickets would end up with 2 tags on them.
Note: the custom field is a text field, and from it appears you can not create a tag based on a text field.
Any ideas would greatly be appreciated!
+1
Would really be very useful if view could support a condition
[Custom field] contains <text>
Note that [Custom field] is free form text (not a dropdown or checkbox)
In our case, we have a custom field "Project Code". It's not practical to define the potential values as a drop down field as they are determined by an external project system which is being added to all the time. (We generally have a dozen active projects but have had hundreds of historic projects)
Tickets related to a project have a custom field value assigned of the Project Code.
It would be incredibly helpful if the Personal Views supported the ability to define a conditional selection of tickets where:
Project Code contains ABC123
Thanks
@ad17, did Zendesk supported you on you request ? Did you find any workaround for this fields sync with Salesforce? Thank you :)
For some reason I can't view the article Melody linked.
Our team has an Ideal Customer Profile (checkbox) field in Salesforce. I created a custom field in ZD to match, but I want to be able to pull it in to our Ticket Views. Our support team is going to be changing the way they prioritize tickets based on ICP status. Is there a way to pull this over to their views? We're not ready to change workflows before a trial period to see how this goes first.
Just create a trigger to do this and add a field on the ticket fields. Would be nice to have out of the box, but it works. Ping me if help needed.
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Hi Melody,
That article is still current. I'd suggest adding your use case to the comments there, including the problem you're trying to solve, how often it's a hinderance, and how much effort is required to work around it. Thanks!