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Locked Ticket fields

  • May 11, 2017
  • 5 replies
  • 0 views
G

Hello everybody,

We are looking for a fairly simple function but we have not yet discovered in Zendesk.
Locked prefilled fields.
There are some customer information that should not change and should not be changed in the day to day work. When a customer is created, for example, a Customer ID is assigned, which should be visible in all tickets the customer submits as a locked field for the agent

Is there a way to pre fill Ticketfields?
So far I could only add blank writable fields to both the customer information and the ticket form

    This topic has been closed for replies.

    5 replies

    Jacob20
    • Jacob20
    • May 11, 2017

    Hi GK,

    Don't know about locked user fields exactly, but maybe you could create a role for your agents that only allow them to read end-user profiles? I assume this will make the field locked for these agents, but an admin could still make changes in rare cases.

    Dan28
    • Dan28
    • May 11, 2017

    Also in the scenario for having a custom user ID. You might be able to import an external ID. This field is read only and can only be edited by the API after its set. We use it for our customer user ID.

    https://support.zendesk.com/hc/en-us/articles/231495187-Setting-and-finding-user-s-external-IDs

    G
    • GK54
    • Author
    • May 12, 2017

    Hello together,

     

    thank you for your proposals,

    From the German board I got the tip of the app "User Data" in the marketplace.

    This is nearly what we were looking for =)

    Dan28
    • Dan28
    • May 12, 2017

    GK, I'm glad you were able to find a solution!

    Devan
    • Devan
    • March 10, 2020

    On Wednesday, March 11, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Troubleshooting Workflows & Ticket Fields in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. 

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