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sam_leonard
sam_leonard
Contributor ⭐️⭐️⭐️
March 11, 2016
New Idea

Import custom ZenDesk ticket fields in Gainsight

Related products:CS Connectors
  • March 11, 2016
  • 8 replies
  • 132 views
I would like to use the same custom fields that my business has defined in ZenDesk when we link into Gainsight. I read in the FAQ that this is not currently supported, but I was wondering if there were any plans to build out a functionality for this?

The ZenDesk <=> Gainsight link is great, but I need that extra level of detail to create something that'll be useful enough to encourage adoption from the organization.

Thanks!

      8 replies

      sam_leonard
      sam_leonardAuthor
      Contributor ⭐️⭐️⭐️
      March 14, 2016
      No word from the Gainsight people. Is this something we can expect soon?
      marie
      marie
      Gainsight Employee ⭐️⭐️
      March 14, 2016
      Hi Sam, it is something we'd like to incorporate into our roadmap as the next step for the Zendesk Connector but it is not planned for the near term.
      adam_bambrough
      adam_bambrough
      Contributor ⭐️⭐️⭐️⭐️
      March 28, 2016
      +1 voice on this - we tag zendesk tickets based on type - and our scoring methodology was based on tag inclusion & exclusion & also routing between product & engineering.... As it appears we cannot use any of the tags via the connector we now can't achieve meaningful scorecards with the zendesk connector. V. Disappointing 
      allie_gold
      allie_gold
      Helper ⭐️
      June 13, 2016
      +1 vote on this too - we'd like to be able to create rules based on Zendesk tags and currently, Zendesk tags aren't supported by Gainsight. 
      sidhu
      Gainsight Employee ⭐️
      sidhu
      Gainsight Employee ⭐️
      August 5, 2016
      Custom fields except tags would be synced from our Aug release onwards.
      dstokowski
      dstokowski
      Gainsight Employee ⭐️⭐️
      August 23, 2016
      This is coming in our release this week where all custom ticket fields will be synced in the Gainsight-Zendesk connector.  Tags are still not supported.
        pgrajek
        Contributor ⭐️⭐️
        June 14, 2022

        Would love to have tags into Gainsight from Zendesk tickets as that’s how we know when a ticket has been escalated to JIRA

        amasica1217
        amasica1217
        Contributor ⭐️⭐️⭐️⭐️
        January 8, 2026

        This is something our team has been constantly asking for. It would be great if there were some additional features in the Zendesk Connector for things like this

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