With many Zendesk instances, there may be a lot of different teams working in the same account. This can result in dozens of different ticket fields, scores of different brands, and hundreds of groups. Zendesk currently only allows one default to be set for each of these, but many teams find they need to have different defaults set for different agents. This is most apparent when creating a new ticket in Zendesk which will show the default brand, ticket group, and ticket form by default.
The Default Settings App is designed to meet this use case by allowing an admin to specify three default settings for users that have the app enabled:
- Brand
- Group
- Form
The set up is simple, just find the ID of the brand, the group, and the form that you would like to configure and then enter in the settings page. After that, whenever a user creates a new ticket, the brand, group, and form will be automatically set for the user when the app loads.
If you want to set the defaults for only certain teams, just use the Zendesk Role or Group Restrictions to only enable this app for those teams. You can even install the app multiple times if you need to have different sets of restrictions on different teams.
Installation Instructions:
- Install app from marketplace.
- Add the brand ID, group ID, and ticket ID to the settings page as in the example above.
- Enable Role or Group Restrictions to set the defaults for only those teams.
- Refresh your Zendesk interface and see the defaults get set automatically.
Find Brand ID
To find the ID for a specific brand, you'll need to do a bit of digging. You can enter the following URL into your browser to find the information: https://{your_subdomain}.zendesk.com/api/v2/brands.json, where {your_subdomain} is the name of your Zendesk account that you use to login. For us, the subdomain is easternlogic. You can see see the example for easternlogic in the URL screenshot below.
Once you go the brands API information, you'll see something like below. If you do this often, we recommend installing a browser extension to help Pretty Print the info for easier reading.
Inside of this code, you can do a search for the specific brand, and then copy the associated ID. Take that ID and paste it into the App Settings page and you're good to go!
Find Group ID
Fortunately Group ID is easier to find than Brand ID. You just need to go to the Group's page inside of Zendesk and copy the ID from the URL. It will look like the below screenshot:
Find Ticket Form ID
Finding the Ticket Form ID is as simple as finding the Group ID. Just navigate to the ticket form page in Zendesk and copy the ID from the URL like below:
This is a free app and so the features and interface are basic. Feedback is welcome!
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