image for site

Setting Up Basic Change Management in Zendesk

Learn how to set up basic change management in Zendesk with custom fields, groups, views, and triggers for efficient change request tracking.

How do I set up basic change management in Zendesk?

Setting up basic change management in Zendesk involves creating custom fields, groups, views, and triggers.

To start, you'll need to create two custom fields: 'Change Type' and 'Approval'. Then, set up a group called 'Change Advisory Board'. Next, create views for 'CAB Review' and 'Emergency Changes'. Finally, establish triggers for 'Auto-Approve Emergency Changes' and 'Request Change Approval'. This setup helps manage and track change requests efficiently. For more details, check out theoriginal guide.


More related questions

What custom fields are needed for change management in Zendesk?

For change management in Zendesk, you need two custom fields: 'Change Type' and 'Approval'. The 'Change Type' field is a drop-down with options like N/A, Minor, Major, and Emergency, which helps identify the type of change. The 'Approval' field,…

How do I create a Change Advisory Board group in Zendesk?

Creating a Change Advisory Board group in Zendesk is straightforward. Simply set up a new group and name it 'Change Advisory Board'. This group will be responsible for reviewing and approving change requests. While you can have multiple groups for…

What views should I set up for change management in Zendesk?

For effective change management in Zendesk, set up two views: 'CAB Review' and 'Emergency Changes'. The 'CAB Review' view lists change requests needing approval, with conditions like Status less than Solved and Approval Pending. The 'Emergency…

How do I automate emergency change approvals in Zendesk?

Automating emergency change approvals in Zendesk involves creating a trigger named 'Auto-Approve Emergency Changes'. Set conditions such as Status less than Solved and Change Type Emergency. Actions include setting Approval to Approved and…

How can I request change approvals for non-emergency changes in Zendesk?

To request change approvals for non-emergency changes in Zendesk, create a trigger named 'Request Change Approval'. Set conditions like Status less than Solved, Change Type not Emergency, and Approval Requested. Actions include routing the ticket…

Can I access archived change requests in Zendesk?

Yes, you can access archived change requests in Zendesk by creating a report in Zendesk Explore. While solved or closed tickets are archived, you can generate reports to view all IT change requests, ensuring you have visibility into past changes…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites