Hi Russell,
App Builder is a good option if you're looking to get a highlighted set of ticket fields displayed to an agent.
If you need to rearrange Agent Workspace and your plan supports it, you may also find Layout Builder and Contextual Workspaces can do what you need. Contextual Workspaces can also be used to only show your onboarding/offboarding app based on the form assigned.
In App Builder, I'd prompt it with something like this.
We are making an Onboarding and Offboarding App. If a ticket uses form [onboarding_form_id] or [offboarding_form_id], display the ticket requester name, the ticket requester's manager, the ticket requester's employee ID, a link to the ticket requester in Workday (https://myworkday.workday.com/path/to/employee/{{employee_ID}}. If the field “Director_Approval_Required” is true and “Director Approved” is not true, tell the agent that it's needed. In addition, if the ticket description does not follow the following pattern, update it to match this format: Form Name: Employee_Name--effective date. E.g Offboarding: John Smith--12/25/2026. Update the description when the form, name, or effective date change.
You can customize that to meet your business needs.
Some of these steps could be taken in other tools--triggers, Automations, and Action Builder also support the description change, for instance, and it's a good idea to only use one of those methods, but this is how I'd do it with App Builder.
Let us know how it works for you!
Michael Croft
Zendesk App Builder SME
