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Mastering Zendesk by Cedric F. Jacob

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Chapter 3.  Creating Custom Fields

Being able to provide great customer support depends on a lot of different factors. One of them, without question, is having the necessary information needed to give the best possible answer. Therefore, it is a no-brainer that our end users should always receive the adequate tools, allowing them to supply us with these bits of information.

Equally important is that all these bits of information should be displayed in such a manner that our agents can encompass the exact nature of the request, as well as the surrounding circumstances. At the same time, we want our business rules to access these bits of information in order to make use of them.

There are user fields, ticket fields, and organization fields. In this ...

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