Fields Manager vs Notify

Control and automate your agent ticket forms Define simple rules to manage your agent ticket forms and fields. Reduce confusion and enforce business-specific behaviors in your tickets. Available actions Based on precise conditions, Fields Manager can do the following: Hide ticket fields Disable ticket fields Make ticket fields mandatory Apply macros Set ticket field values Use an external value (e.g. from a custom field in the requester's profile) to fill a ticket field Hide ticket field options Disable ticket field options Each rule is made of conditions and actions. Conditions You can define when the rule should be applied based on many criteria, including: Ticket field values Ticket properties (e.g. form, creation date) Requester field values Requester properties (e.g. role, email or external id) Ticket organization field values and properties Ticket assignee field values and properties Current user field values and properties Current user organization field values and properties Ticket group Ticket brand Many conditions can be defined, including the comparison of two field values. The smart autocompletion of the Fields Manager app enables you to easily create precise conditions for your rules. You can define complex conditions using "AND" and "OR" logical aggregators. Duplicating and moving conditions in AND/OR blocks is made very simple thanks to drag-and-drop. Rule example Let's imagine the following requirement: you only want assignees and admins to be able to edit a ticket status. In this case, create a rule like that: In "When..." block, create a condition like "In the > Current user > The role > Is not equal to > Admin" Add a new AND condition saying "In the > Ticket assignee > The user itself > Is equal to" Click the link icon next to the last select field (that says "Use the value of another field instead"). Then, in the dialog, select "In the > Current User > The user itself", and validate. In "Then..." block, create an action saying "For field... > Status (System) > Set state to > Disabled" Save and enable the rule Now, only admins and agents assigned to the ticket will be able to edit its status. Data Privacy and security Your privacy is very important to us. This app does not access, store, or process any Zendesk customer data beyond what is necessary for its functionality. We only collect limited, anonymized analytics to improve app performance and user experience. All analytics data is handled securely, used solely for internal purposes, and never shared with third parties.

Deliver notifications right where agents work Stop overloading your team with emails, reduce swivel chairing and start getting actionable notifications inside Zendesk instead. The Notify app delivers millions of messages every month. That means millions of emails are saved from agent inboxes helping them be more productive! The Notify app makes it really easy to reconfigure any of your triggers to include an banner notification delivered right within Zendesk. You get fine-grained control over who should receive it, how it should appear and the agent simply has to click on it to be taken to the ticket it concerns. Notifications could be for anything really but have proven extremely useful for: New tickets that need to be triaged When a ticket is assigned to an agent Re-opened tickets and customer messages for the assignee When SLA deadlines are approaching When negative (or a positive) customer satisfaction survey is received A ticket is given a high or urgent priority When someone in your team created a response Features Agents receive popup notifications generated from triggers in the top right corner of Zendesk Support. Agents can track the history of their notifications, and if desired, dismiss them once actioned. Notifications can be targeted to specific group(s) and/or agent(s). Choose the appearance such as icon, text and level (notice, alert or error) See a history of activity in your account and see who has dismissed the notification Super easy interface for admin to add notifications to new or existing triggers/automations. Data handling Minimal data is processed by the app. Notifications are generally short messages that link to tickets by ID and do not contain any sensitive data that may be present on the ticket. Notifications are automatically deleted after a few months. Bundle pricing Get all SweetHawk apps bundled in the SweetHawk Suite. Check out our pricing calculator to see how much value you can unlock with the Suite. About us Our Zendesk apps are used every day by over 500,000 Zendesk agents. Some of our most popular apps are: Tasks & Subtickets - task lists and subtickets within Zendesk tickets Approve - flexible, auditable approval processes for your Zendesk workflows Calendar - link calendar events with Zendesk tickets