Please add the ability to integrate user fields in the ticket view. We have key fields about users we would like to see all in one view for handling tickets.
Parked
Ability to add user fields to ticket view
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- Employee
Hi Jacob,
Thanks so much for the feedback! I'd love to make sure I fully understand your use case for needing this feature. What kind of user fields are you hoping to show and display?
Knowing more info on your goals and specifics really helps us advocate for your problem within the company. Thanks in advance!
賛成です！
対応に困っているエンドユーザーをブラックリストに登録し、そのユーザーから発信されたチケットには一覧でマークを付けて、エージェントがすぐ気付けるようにしたいです。
We would like to see the user fields on the Ticket view. Currently the ticket field shows the requester and I would like to see the custom ID number field that the user has in the User Object on the ticket itself. Currently our agents have to click the Users name from the ticket to be able to see this which adds unnecessary steps. This request is a simple and basic relational database 101 thing to resolve (a join) and should not require an agent to lose time clicking all over the place to find a specific User field that is needed for all tickets
+1
My team requires this feature as well.
Usecase:
Everytime a new end-user is created, we update some of their custom (not default) user fields.
When these end-users create a support ticket, we want to display these custom user fields in our views.
Currently views can only add default user fields and custom ticket fields, not custom user fields of the requester.
+1
- Community Manager
Thank you all for providing your thoughts. Jacob and others, if you are able to supply further use cases for your feedback our PM's would be able to better understand and capture your product feedback. Thank you for helping us improve our product!
- Product Manager
Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.
At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
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