System Driving Fields

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.

System_Driving_Fields.png

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.

 

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