Workflow recipe: User and Organization Fields (Internal IT Example)

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<h2 id="h_01HEJT0KAXW3CR4MFT0ST9Q3YS">Overview</h2>
<p>This example outlines a use case for creating custom user and organization fields for an internal IT support team.</p>
<p>Since every process is different, this recipe should just serve as an example of the types of fields you may want in a Zendesk for IT implementation. </p>
<p><strong> Skill Level: </strong> Beginner</p>
<p><strong> Time Required: </strong> 45 minutes</p>
<hr>
<h2 id="h_01HEJT0KAX4S8B0TVAC9Z0RWW9">Ingredient list</h2>
<ul>
<li>5 user dropdown fields</li>
<li>2 user text fields</li>
<li>1 user multi-line text field</li>
<li>2 organization text fields</li>
<li>1 trigger</li>
</ul>
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<h2 id="h_01HEJT0KAXVM37VR1R7ACWQ402">Instructions</h2>
<h3 id="h_01HEJT0KAXFJ43YG2KYNGXX89S">User fields</h3>
<p>As an IT support team, you may want to capture meaningful data about your users, their locations, and their devices and create workflows based on this information.</p>
<table style="border-collapse: collapse; width: 100%;">
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<p> </p>
<table align="center" border="1" cellpadding="0" cellspacing="0" style="width: 524px; height: 458px;">
<thead>
<tr align="left" style="background-color: white; font-weight: bold;">
<td style="padding: 5px; width: 117.109px;">Name of field</td>
<td style="padding: 5px; width: 86.25px;">Field type</td>
<td style="padding: 5px; width: 286.641px;">Field options</td>
</tr>
</thead>
<tbody>
<tr>
<td style="padding: 5px; width: 117.109px;">Office location</td>
<td style="padding: 5px; width: 86.25px;">Dropdown</td>
<td style="padding: 5px; width: 286.641px;">"San Francisco", "Paris", "New York", "Hong Kong"</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Department</td>
<td style="padding: 5px; width: 86.25px;">Dropdown</td>
<td style="padding: 5px; width: 286.641px;">"Executive", "Marketing", "Product", "Sales", "Support"</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Desk number</td>
<td style="padding: 5px; width: 86.25px;">Text</td>
<td style="padding: 5px; width: 286.641px;">Manual entry, via the API, or via bulk import</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Computer model</td>
<td style="padding: 5px; width: 86.25px;">Dropdown</td>
<td style="padding: 5px; width: 286.641px;">"iMac", "Macbook Pro", "Macbook Air"</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Mobile device model</td>
<td style="padding: 5px; width: 86.25px;">Dropdown</td>
<td style="padding: 5px; width: 286.641px;">"iPhone 4S", "iPhone 5", "Samsung Galaxy", "Windows Phone"</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Tablet model</td>
<td style="padding: 5px; width: 86.25px;">Dropdown</td>
<td style="padding: 5px; width: 286.641px;">"iPad 2", "iPad 3", "iPad Mini"</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Installed software</td>
<td style="padding: 5px; width: 86.25px;">Multi-line text</td>
<td style="padding: 5px; width: 286.641px;">Manual entry, via the API, or via bulk import</td>
</tr>
<tr>
<td style="padding: 5px; width: 117.109px;">Laptop ID</td>
<td style="padding: 5px; width: 86.25px;">Text</td>
<td style="padding: 5px; width: 286.641px;">Manual entry, via the API, or via bulk import</td>
</tr>
</tbody>
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</td>
</tr>
</tbody>
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<p>The user fields in the user profile should look like this:</p>
<p><img alt="Screen_Shot_2022-03-22_at_1.40.10_PM.png" src="https://support.zendesk.com/hc/article_attachments/7856435982618" width="300"></p>
<h3 id="h_01HEJT0KAX661GAGW502VE0BWZ">Organization fields</h3>
<p>At the organization level, you can capture information like the manager that is needed to provide a request approval or chargeback IDs when a request or asset requires dollars allocated.</p>
<table style="border-collapse: collapse; width: 100%;">
<tbody>
<tr>
<td style="width: 50%;">
<table align="center" border="1" cellpadding="0" cellspacing="0" style="width: 524px; height: 162px;">
<thead>
<tr align="left" style="background-color: white; font-weight: bold;">
<td>Name of field</td>
<td>Field type</td>
<td>Field options</td>
</tr>
</thead>
<tbody>
<tr>
<td>Manager for approval</td>
<td>Text</td>
<td>Manual entry, via the API, or via bulk import</td>
</tr>
<tr>
<td>Chargeback ID</td>
<td>Text</td>
<td>Manual entry, via the API, or via bulk import</td>
</tr>
</tbody>
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<p> </p>
</td>
</tr>
</tbody>
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<p>The org fields on the organization profile should look like this:</p>
<p><img alt="Screen_Shot_2022-03-22_at_1.49.10_PM.png" src="https://support.zendesk.com/hc/article_attachments/7856391447450" width="300"></p>
<h3 id="h_01HEJT0KAX59VY1NWVCPD50V1B">Triggers</h3>
<p>Based on the information above, you can create unique workflows. For example, to support the executive team in the Hong Kong satellite office, you can create a trigger that automatically assigns any new ticket from a user whose office location is Hong Kong and department is executive to an agent who is dedicated to troubleshoot any requests for the team outside of business hours.</p>
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