Quickie vs Field Rules

Quickie: No time to play, you need it now! Need maximum efficiency in Zendesk? Quickie is the must-have app to transform your workflow. It delivers advanced features to make your workflows smarter, faster, and more intuitive. With Quickie, your agents are always prepared—ready to tackle the everyday and rise to the extraordinary in customer support. Key features: Seek tab: Perform advanced ticket searches with customizable criteria, order results, and save searches for daily use. Views tab: Organize views into unlimited, customizable folders, set Favorites for quick access, and designate a Home view for instant navigation. Bookmarks tab: Save important tickets for easy access, with search functionality to locate key information in seconds. Activity tab: A dynamic space to track recently accessed tickets and search through your activity, ensuring you stay organized and on top of your workload. Heart tab: Stay updated with settings, announcements, and app updates all in one convenient location. Sidebar apps: Access ticket, user, and organization sidebar apps with integrated toolbar and quick navigation to top-bar search features. Why choose Quickie? Versatility: Like a Swiss Army Knife, Quickie adapts to your needs, offering tools to simplify every aspect of ticket management. Reliability: Count on Quickie to keep your team organized and efficient, even in the busiest workflows. Ease of use: Quickie is designed for all Zendesk users, ensuring a seamless integration and a smooth user experience. About Lovestock & Leaf Creators of innovative Zendesk apps like Lovely Views, Sticky Notes, and Escalator, Lovestock & Leaf improves workflows and boosts productivity for teams worldwide. Our apps are built for reliability, regular updates, and dedicated support. Whether you're a small team or a large enterprise, we’re here to help you succeed. Explore more at www.lovestockleaf.com. Ready to get started? Quickie integrates effortlessly with your Zendesk setup. Start with a free trial to unlock its full potential. Read more on Quickie’s home page. Check out our Quickie user guide. Have questions? Contact us at [email protected]. Equip your Zendesk workflow with Quickie—your versatile tool for smarter, easier ticket management. Privacy Policy Your privacy is our priority. Our apps do not transfer or store any sensitive data outside of Zendesk. We're committed to complete transparency about how our apps handle your Zendesk data, ensuring it stays secure and under your control. For complete details, please review our Company Privacy Policy and Zendesk API Data Privacy Handling Notice at: https://www.lovestockleaf.com/privacy

Bring your agent ticket forms to life Using a rule-based way of controlling ticket fields for agents, managing ticket forms is now easier than ever before! Reduce agent training time and confusion by not distracting them with ticket fields that do not apply to certain types of tickets. So much functionality is packed in, it's like having live triggers on your forms! Features The Field Rules app can do the following, based on conditions you define: Hide ticket fields Make ticket fields mandatory Set ticket fields as read-only Apply macros Set ticket field values Other app actions* With each rule you create, specify under which conditions it should apply. For example when a ticket has a certain tag, a checkbox is checked, or a dropdown has any value, or a combination of these. You can also define to which agents the rule should apply to. All this gives you the control you need over your forms and what your agents see and when! Simple example Creating rules is as simple as your requirements. Imagine the following example, where you do not want to show the field Priority to your agents when it concerns an internal ticket, identified by the tag “internal”. In this case, create a rule with the following properties: Under Field behavior “Hidden”, specify your ticket field “Priority” Under “When”, click “Add condition” Select “Tags”, then “contains”, then type “internal”. Save your rule Your rule is instantly active and the “Priority” field will be hidden immediately for tickets that may have already had the “internal” tag. Add the “internal” tag to a sample ticket to see what happens…! Of course, this is just a simple rule. You can create as many rules as you want and can control who it applies to, make them conditional on any combination of factors and you can even create live actions such as applying macros. To manage large sets of rules, give them a good name and you can find them quickly with the search bar at the top. Ticket field mapping Using the above features of Field Rules, you can map ticket fields. The key to this is the ability to set ticket field values. You can even set field values of fields that you have hidden. So if you wanted to create your own Ticket Type field, you can hide the built-in field and still map some values in your new ticket type field so that if you want to retain for example the "Incident" value, you can set it on the hidden field, meaning the "Problem ID" field still appears as per Zendesk's built-in behavior. *Other app actions If you use other SweetHawk apps, make things happen in those apps based on live changes on the ticket. For example, if you have the Tasks and Subtickets app, you can have task lists added instantly. Bundle pricing When you're ready to fully implement processes and workflow automation across your business, you can get all SweetHawk apps bundled in the SweetHawk Suite app. Check out our pricing calculator and see the how much value you can unlock with the Suite. We take data privacy very seriously, please see our privacy policy. About us Our Zendesk apps are used every day by over 500,000 Zendesk agents. These apps simplify and solve common and complex challenges, such as ITSM change management, Employee Service, and project management. Some of our most popular apps are: Tasks & Subtickets - automatically create task lists within Zendesk tickets or create subtickets to assign responsibilities out across multiple agents or teams Approve - create flexible and auditable approval processes for your Zendesk workflows (even if your approvers aren’t Zendesk users!) Calendar - link calendar events with Zendesk tickets to make your planning process simpler Recurring Tickets - set up repeating workflows (like renewals or security audits) once, then Zendesk will create tickets to manage those processes at any intervals you’d like. Multilingual Agent Experience — Supported languages: 🇧🇷🇵🇹 Portuguese, 🇩🇪 German, 🇳🇱 Dutch, 🇪🇸 Spanish, and 🇯🇵 Japanese.