Custom Fields in Ticket Deflector
backlog
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Alabaster Lemming
We’d like to request support for customizable fields within the Ticket Deflector. Enabling the configuration of fields such as App ID, priority, issue type, and product area would allow end users to provide critical context during submission. These details should be passed through and included in the Zendesk ticket to improve visibility, reduce manual triage, and enhance overall support efficiency.
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Shakeer Hussain S
Merged in a post:
Custom Subject Line Support in Ticket Deflector
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Coquelicot Gull
I'd like to request an enhancement for Ticket Deflector to improve ticket categorization in Zendesk. Currently, all tickets received have a generic subject line - "New helpdesk received from Ticket Deflector" requiring manual review and assignment by the support team. To streamline this process, a new field in the Document360 form is needed, allowing end users to provide a title, which will then be reflected as the subject line of the Zendesk ticket.
Additionally, enabling customization of custom fields would help capture other relevant details, further improving ticket visibility, reducing manual effort, and enhancing overall support efficiency.
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D360 Product Management
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backlog
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Alabaster Lemming
Available Llama Suitable Eagle
Nivedha Mohan
Raised on behalf of Available Llama
Mohamed Shakheen
Hi Coquelicot Gull Thanks for sharing the feedback on bahalf the customer.
We understand the challenge of manually reviewing and categorizing tickets due to the generic subject line. Introducing a title field for end users and enabling customization of custom fields in Ticket Deflector are great suggestions to improve ticket visibility and streamline support workflows.
We will evaluate this enhancement and keep it under review for now. We will assess its feasibility and prioritize it accordingly. We’ll update you here once we have more details on the next steps.