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

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Overview
This example outlines a use case for creating custom user and organization fields for an internal IT support team.
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.
Skill Level: Beginner
Time Required: 45 minutes

Ingredient list

5 user dropdown fields
2 user text fields
1 user multi-line text field
2 organization text fields
1 trigger


Instructions
User fields
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.








Name of field
Field type
Field options




Office location
Dropdown
"San Francisco", "Paris", "New York", "Hong Kong"


Department
Dropdown
"Executive", "Marketing", "Product", "Sales", "Support"


Desk number
Text
Manual entry, via the API, or via bulk import


Computer model
Dropdown
"iMac", "Macbook Pro", "Macbook Air"


Mobile device model
Dropdown
"iPhone 4S", "iPhone 5", "Samsung Galaxy", "Windows Phone"


Tablet model
Dropdown
"iPad 2", "iPad 3", "iPad Mini"


Installed software
Multi-line text
Manual entry, via the API, or via bulk import


Laptop ID
Text
Manual entry, via the API, or via bulk import







The user fields in the user profile should look like this:

Organization fields
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.







Name of field
Field type
Field options




Manager for approval
Text
Manual entry, via the API, or via bulk import


Chargeback ID
Text
Manual entry, via the API, or via bulk import








The org fields on the organization profile should look like this:

Triggers
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.
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