Like many Zendesk Apps the Performset Assistant Sidebar App makes use of information held in ticket fields.
This being the case it is necessary to ensure all information required by the Performset Assistant is available on the page by including the fields within all Ticket Forms used as part of your performance measurement process.
If any fields are missing then the information won't be displayed in the Performset Assistant and depending upon the importance of the information, the Performset Assistant might not appear in the Ticket Form.
*Note: Ticket Forms might not be available as part of your Zendesk subscription plan level, or you might have opted not to switch on this feature. If so then all ticket fields will be available for use by the Performset Assistant Sidebar App.
However, unless your Performset solution has been configured otherwise (see Hiding and Displaying SLA Ticket Fields below), all SLA Ticket fields will be hidden and unavailable for use in all Ticket Forms.
SLA Ticket Fields required in your Ticket Forms
- Click on the Settings icon (1).
- Select Ticket Fields (2).
- Include: SLA3 Lifecycle State and SLA3 SLA fields in your ticket forms (3).
Ticket Forms might not be available as part of your Zendesk subscription plan level, or you might have opted not to switch on this feature.
However, if the are in use then the following ticket fields must be included in all ticket forms for use by the Performset Assistant sidebar App:
- SLA3 SLA - the Policy assigned to the ticket
- SLA3 LifeCycle State - determines the status of the ticket within the performance measurement workflow
If ticket forms are not in use than all ticket fields will always be available for use in the Performset Assistant sidebar App.