How to create a custom field for approver selection

This article will cover how you can create an approver selection using a custom field which can then be referenced within the approval definition to choose who the approval is sent to.

The approver selection can be broken down into two methods. The first method involves manually inputting an email address using a custom text field. The second method involves selecting from a pre-defined list of approvers using a custom drop-down field

These fields can be either a ticket, user or organization field depending on your requirement. Ticket fields are great if you wish to give your agents and end-users control over who an approval is sent. User and Organization fields are ideal when you have managers/approvers that are different for each requester or organization that allow you to use the one approval definition.

 

This article contains the following sections:

 

Create a text field

1. Open your Admin Center.

2. Choose whether this will be a ticket, user or organization field for the approver selection.

a) Ticket field - Navigate to Object and rules, then Fields.

b) User field - Navigate to People, then User fields.

c) Organization field - Navigate to People, then Organization fields.

3. Select Add field and create a Text field type.

4. Input a Display name along with any other configuration settings you wish you have.

Note: if you would like end-users to select an approver, you will need to define the permissions so that the customer can edit this field. (ticket field only)

5. Select Save and you're done!

When sending an approval that uses a text field as a recipient, a valid email address must be preset when the approval is sent.

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TIP: You can use a regex field instead of a text field for added validation.

 

Create a drop-down field

1. Open your Admin Center.

2. Choose whether this will be a ticket, user or organization field for the approver selection.

a) Ticket field - Navigate to Object and rules, then Fields.

b) User field - Navigate to People, then User fields.

c) Organization field - Navigate to People, then Organization fields.

3. Select Add field and create a Drop-down field type.

4. Input a Display name along with any other configuration settings you wish you have.

Note: if you would like end-users to select an approver, you will need to define the permissions so that the customer can edit this field. (ticket field only)

5. When you get to the Field values, use the following configuration for the Value and Tag.

a) Value - Enter the name of each approver.

Note: This is only how your users will identify the approver so it is not critical that it matches the approver's name exactly.

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b) Tag - Enter the user id of each approver.

Note: You may append an additional note separated by an underscore to help identify the tag on the ticket. (e.g _approver)

 

IMPORTANT: The tag MUST contain the correct user id or the approval will not get sent. Please refer to how to retrieve a user id if you're unsure where to find this.

 

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8. Select Save and you're done!

When sending an approval that uses a drop-down field as a recipient, an approver must be selected from the list when the approval is sent.

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How to retrieve a user id (drop-down field only)

When creating an approval selection from a drop-down field, you will be required to input the user id as the tag. This section will guide you on how to retrieve this information within Zendesk from both an end-user and an agent.

Note: If your approver does not exist as a user within Zendesk, you will need to add them before completing this step.

 

How to retrieve a user id of an end-user/customer.

1. Open Zendesk Support.

2. Navigate to Customers located on the main navbar.

3. Search for the end-user you wish to set up as an approver, and then open their profile.

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4. The user id can now be found within the URL of the browser tab as seen below.

 

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How to retrieve a user id from an agent.

1. Open your Admin Center.

2. Navigate to People, then Team members.

3. Search for the agent you wish to set up as an approver, and then open their profile.

 

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4. The user id can now be found within the URL of the browser tab as seen below.

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If you encounter any issues, you can contact our support team at support@sweethawk.com for further assistance.


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