Bring your agent ticket forms to life

Using a rule-based way of controlling ticket fields for agents, managing ticket forms is now easier than ever before! Reduce agent training time and confusion by not distracting them with ticket fields that do not apply to certain types of tickets. So much functionality is packed in, it's like having live triggers on your forms!

Features

The Field Rules app can do the following, based on conditions you define:

• Hide ticket fields

• Make ticket fields mandatory

• Set ticket fields as read-only

• Apply macros

• Set ticket field values

• Other app actions*

With each rule you create, specify under which conditions it should apply. For example when a ticket has a certain tag, a checkbox is checked, or a dropdown has any value, or a combination of these. You can also define to which agents the rule should apply to. All this gives you the control you need over your forms and what your agents see and when!

Simple example

Creating rules is as simple as your requirements. Imagine the following example, where you do not want to show the field Priority to your agents when it concerns an internal ticket, identified by the tag “internal”. In this case, create a rule with the following properties:

• Under Field behavior “Hidden”, specify your ticket field “Priority”

• Under “When”, click “Add condition”

• Select “Tags”, then “contains”, then type “internal”.

• Save your rule

Your rule is instantly active and the “Priority” field will be hidden immediately for tickets that may have already had the “internal” tag. Add the “internal” tag to a sample ticket to see what happens…! Of course, this is just a simple rule.

You can create as many rules as you want and can control who it applies to, make them conditional on any combination of factors and you can even create live actions such as applying macros.To manage large sets of rules, give them a good name and you can find them quickly with the search bar at the top.

Ticket field mapping

Using the above features of Field Rules, you can map ticket fields. The key to this is the ability to set ticket field values. You can even set field values of fields that you have hidden. So if you wanted to create your own Ticket Type field, you can hide the built-in field and still map some values in your new ticket type field so that if you want to retain for example the "Incident" value, you can set it on the hidden field, meaning the "Problem ID" field still appears as per Zendesk's built-in behavior.

*Other app actions

If you use other SweetHawk apps, make things happen in those apps based on live changes on the ticket. For example, if you have the Tasks and Subtickets app, you can have task lists added instantly.

About SweetHawk

SweetHawk’s Zendesk apps are used every day by over 200,000 Zendesk agents. These apps simplify and solve common challenges, such as ITSM change management, HR process automation, and project management. Our apps include:

• Tasks & Subtickets - automatically create task lists within Zendesk tickets or create subtickets to assign responsibilities out across multiple agents or teams
• Approve - create flexible and auditable approval processes for your Zendesk workflows (even if your approvers aren’t Zendesk users!)
• Calendar - link calendar events with Zendesk tickets to make your planning process simpler
• Recurring Tickets - set up repeating workflows (like renewals or security audits) once, then Zendesk will create tickets to manage those processes at any intervals you’d like.

If you’re ready to extend your Zendesk instance to processes and workflow automation a reality across your business, you can get all of these apps (and 10+ more) in the SweetHawk Suite.