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karen_jones
karen_jones
Contributor ⭐️⭐️⭐️
September 6, 2016
Question

Custom Fields in ZD

  • September 6, 2016
  • 2 replies
  • 80 views
In our ZD system we have users who are classified into two statuses-- User and Key User. User/Key User is a custom field in ZD; however it does not pull over with the new Zendesk custom field enhancement. We're guessing this is because the User/Key User field is part of the customer profile and not part of the actual ticket. Has anyone had trouble getting the custom fields you want with this new enhancement?

      2 replies

      abhishek_sivaraman
      abhishek_sivaraman
      Helper ⭐️⭐️⭐️
      September 7, 2016
      Hi Karen,

      As a part of this release , we only sync the ticket fields of Zendesk and not other objects.  Can the information about user/key user be added as part of the tickets object of Zendesk so that you can sync them as well into Gainsight?

      Thanks
      Abhishek S
      karen_jones
      karen_jonesAuthor
      Contributor ⭐️⭐️⭐️
      September 7, 2016
      Our Zendesk admin made the following suggestion: "Can you do anything with tags in Gainsight? Any key users should have the tag key_user in any tickets they submit. "

      Any thoughts, Abhishek?
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