Workflow recipe: User and organization fields (software support example)

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

Overview

This example outlines a use case for configuring custom organization fields for a software business.

As a company that sells software to other businesses, you may want to capture meaningful data and create workflows based on data for a group of end-users within an organization. Therefore, it's important that you capture data at the organization level.

Skill Level: Beginner

Time Required: 30 minutes

Ingredient list

3 dropdown fields

1 numeric field

1 checkbox field

1 trigger

Instructions

Organization fields

For each organization, we're capturing the organization's account type, monthly spend, contract agreement, service level, as well as if they have agreed to be a referenced customer.

Name of field | Field type | Field options
Account type | Dropdown | "Active customer", "Prospective customer", "Churned customer", "Partner"
Monthly spend | Numeric | Manual entry, via the API, or via bulk import
Customer reference | Checkbox | Mark checkbox if true
Contract agreement | Dropdown | "Monthly", "Quarterly", "1-year", "2-year"
Service level | Dropdown | "Platinum", "Gold", "Silver", "Bronze"

Triggers

With the ability to capture more granular data on the organization profile, you can create dedicated workflows that are tailored to organizations.

For example, for your business prospects, you can create a trigger to automatically set the priority of a ticket to high and loop in relevant sales teams, who can be light agents in your Zendesk account.