Ticket list (view) based on organization field | Community
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Ticket list (view) based on organization field

  • March 1, 2019
  • 7 replies
  • 0 views
P

Good day everyone,

We have a custom organization field for Customer Success, which is a dropdown of our current Zendesk users (internal).

I want to be able to pull up a view of all tickets with Customer Success = {logged in user} or even a predefined user.

I read this post: https://support.zendesk.com/hc/en-us/community/posts/204295788-Organization-Custom-Fields-User-Custom-Fields-in-View-configuration-filter?input_string=Ticket%20list%20(view)%20based%20on%20organization%20field but wasn't sure if there was something newer that solved what I'm looking for.

    7 replies

    Brett13
    • Brett13
    • Community Manager
    • March 1, 2019

    Hi Peter,

    Views only look at ticket data so you wouldn't be able to configure this view based on an organization drop-down field. If I'm understanding your workflow correctly, the best option would be to add the Customer Success user as a tag to that organizations profile. Then create a view to show any tickets that contain that specific tag.

    When a user from that organization generates a ticket that tag will be applied to their ticket as well and show in in the appropriate view. I realize this may not be scalable but I do hope it helps in some way.

    I'll leave this post open in case others users want to jump in an offer up another alternative.

    Cheers!

    P
    • Peter33
    • Author
    • March 1, 2019

    I looked at the Organizational field and it does indeed have a tag associated with that field. Thanks!

    Brett13
    • Brett13
    • Community Manager
    • March 1, 2019

    Happy to help Peter :)

    J
    • Jiri18
    • August 26, 2020

    We need views with organization fields that we can for example display columns with Organization Region.

    (No we don't want to create a view for each Region and use labels as a workaround because if someone removes the label we have a problem.)

    Ad17
    • Ad17
    • July 12, 2021

    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!

    mccabe.tonna

    @Melody Quinn 

    High level response: 

    using an http target you can have a trigger that says

    If ticket is created and the Org text field is present

    notify target (update many) and include the org field place holder in the payload

    -- this should allow for tag creation from a text field

    If this sounds like something you would like, please let me know

    Ad17
    • Ad17
    • July 13, 2021

    Thank you @McCabe Tonna, we went ahead and changed the text field to a picklist. Thank you for reaching out, I appreciate it!

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