Additional Zendesk and Cloudset specific driving field types for Rules
Some system driving field types are only applicable to the Zendesk Enterprise level such as Brands.
Accessing the Formset Screen:
To manage rule groups and rules, click on Formset icon (1). The Configuration will default to Formset (2) - Tickets (3) - Configuration (4).
System Driving fields
Driving selections also include System fields that contain several basic values and can also be conditionalized.
Supported system fields are as follows:
- Priority - the priority of the ticket, according to Zendesk based rules.
- Status - the status of the ticket, according to Zendesk based rules.
- Type - the type of the ticket, according to Zendesk based rules.
- Group - the group assigned to the ticket, either with/without an assignee, according to Zendesk based rules.
- Role - the Zendesk role of the current agent who is processing the ticket.
- Actors - the current user, whether he/she is the 'requester' or the 'assignee' for the ticket. In some cases, a user could be the requester and the assignee.
- Brand - the brand assigned to the ticket. This is a Zendesk Enterprise only feature which is not available to non-Enterprise Zendesk accounts.
- Sharing Agreements - the sharing agreements associated with the ticket. This is a Zendesk Enterprise only feature which is not available to non-Enterprise Zendesk accounts
- Ticket Form - the ticket form used for this ticket. This is a Zendesk Enterprise only feature which is not available to non-Enterprise Zendesk accounts
- Cloudset agent role - the role associated with the agent currently logged in (from Tailoring). The Cloudset Tailoring App allows agent and end-user roles to be defined and associated with Groups and Organizations respectively.
- Cloudset end-user role - The role associated with the end-user currently logged in (from Tailoring). The Cloudset Tailoring App allows agent and end-user roles to be defined and associated with Groups and Organizations respectively. For example, an end-user will have all roles associated with all of the organizations he/she belongs to.
Comments
Please sign in to leave a comment.