Our new Field Rules app has been completely remade so it's now easier than ever to set up and manage your Zendesk fields. New improvements and features allow configuration from the most basic to the most advanced workflows your business needs.
With the new Field Rules app, the number of rules you need can be greatly reduced. What might have needed 20 rules in the past may now only require a few, depending on your exact needs.
New User Interface
You can now set up one rule to cover selected fields with one or many exceptions, instead of managing each field separately. This makes setup and day-to-day management a breeze.
Additional field behaviours
Visible, Editable, and Optional are now available in addition to the standard Hidden, Read Only, and Mandatory options — giving you the tools to build the most complex workflows.
New ticket actions
In addition to field behaviours, each rule can now also:
- Set, add, or remove values in any ticket field when conditions are met. For example, if James, Sam, or Sarah are assigned a ticket, it sets the Manager custom field to Mary.
- Apply a macro to automate workflows so the ticket is ready for an agent, with all data pre-populated.
- Trigger an App Action to tie in other SweetHawk apps such as Tasks automatically when any condition is met.
New 'who, what & then' logic
Rules now use simple 'who, what, then' logic so any agent with access can set up rules for your account without needing admin help.
Rule ordering
With more rules potentially covering the same fields, you can now order rules to set priority over others.
Audit log
A new admin area shows a useful audit log of all creates and updates of rules on your account.