Field Rules vs Azure DevOps Integration

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.

Azure DevOps integration app is an easy to use integration between Zendesk and Azure DevOps. Support agents can easily create new Azure DevOps work items and get in touch with developers in one place. They can use this app search and link existing work items and notify Azure DevOps work items. Using this app, you can collaborate with your support team and developers in one place. Zendesk - Azure DevOps integration app allows the agents to create Azure DevOps work items from Zendesk ticket easily. Zendesk - Azure DevOps app also allows syncing of comments and status from Azure DevOps to Zendesk and Zendesk to Azure DevOps. The app integration syncing of comments from Zendesk to Azure DevOps and Azure DevOps to Zendesk will help you alot in increasing the productivity of your team. . Zendesk - Azure DevOps integration app comes with a huge number of Premium features. The Zendesk Azure DevOps Integration app is totally flexible to meet your needs. If you have any customization requirements. Please contact at support with your requirements and they will help you to meet your requirements! We bring Zendesk - Azure DevOps integration app closer to your business model requirements! The Zendesk - Azure DevOps app provides huge number of features in the app like Create New Work Item, Link Existing Work Item, Notify linked work items, View History of Work Item, Search Work Item, Customize the view, Configure App and much more. Create New Work Item: The Create Work Item: lets the Zendesk user create a new work item # in Azure DevOps platform. The Support agent can select different fields like Project, Work Item Type (like Bug, Feature, Epic,Task, Product Backlog, Issue or any other Custom Work Item), Area, Iteration, Custom Fields, Upload Fields. Based on Zendesk user inputs and selections in the Create new Work Item form, the work item will be created instantly in the Azure DevOps and then display the corresponding information details will be displayed in the Azure DevOps integration app. -Link Existing Work Item: The Link button in the Zendesk-Azure DevOps app allows the support agent to link an existing Azure DevOps Workitem # to the current Zendesk ticket. Zendesk - Azure DevOps app allows the user to create or link multiple work items to one Zendesk ticket. -Notify linked Work Items: Notify button in Zendesk - Azure DevOps app allows the support agent to notify all or particular Azure DevOps work items. The linked ticket information will be displayed in the comment in the Azure DevOps Work Item. The support agent can also send the files from Zendesk to Azure Devops while notifying. -Work Item History: In the Zendesk - Azure DevOps app Work Item history modal shows the details of work item history including the comments and few other details history of the linked work item. -Configure App: In the Zendesk-Azure DevOps configure app modal will allow you to map certain fields from Zendesk to Azure DevOps and Azure DevOps to Zendesk. Search Work Item The Search button allows the Zendesk agents to search existing work items. . They can link existing work items to any Zendesk tickets. They can also send the notifications to work items without linking to the current ticket. They can search the work items based on a couple of parameters directly from Azure DevOps. Syncing of Comments and Status: In the Zendesk-Azure DevOps Integration app Syncing lets you enable the syncing of comments,status,attachments from Azure DevOps to Zendesk and syncing of comments from Zendesk to Azure DevOps instantly. The Zendesk - Azure DevOps Integration app is limited to One Project and upto 20 work items per month in free version. Privacy Policy: Your data privacy is important to us. Please review our Privacy Policy at https://devopsintegration.io/privacy. For more information, please visit our website at https://devopsintegration.io/azure-devops-integration