Enhancement Request: Sync custom fields in Zendesk
None
We've found that Case Severity in Zendesk is a custom field and therefore Gainsight cannot pull this information over. From a health score perspective, some organizations might find it suffice to create a rule that adjusts the customers support health score solely based on number of tickets open/closed, but in our organization we have SLA's that require a certain level of attention/response time for high priority tickets. In turn these tickets would have a much more severe impact on our customer health score, but since we cannot bring case severity over and build rules off of that specific criteria the value we get from Zendesk integration is limited to being able to read ticket descriptions and see how many tickets a customer has in the customer 360 page. Since that same information can be accessed with 1 click or keystroke outside of Gainsight it cripples the value one can get from Gainsight's Zendesk integration.
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Thanks for posting this idea. We are currently thinking through how we can start syncing custom fields into Gainsight. I will keep you posted as we make progress. It is our intention to support this use case.
Thanks,
Sidhu