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!
New Idea
Import custom ZenDesk ticket fields in Gainsight
No word from the Gainsight people. Is this something we can expect soon?
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.
+1+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
+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.
+1Custom fields except tags would be synced from our Aug release onwards.
+4This 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.
1 person likes this
+1Would love to have tags into Gainsight from Zendesk tickets as that’s how we know when a ticket has been escalated to JIRA
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