Field Rules vs Notify

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.

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 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.