We have an automatic alerting system that generates emails in response to certain events, these are sent to Zendesk and a ticket gets raised. So far so good.
However, because all of these emails get assigned to our own organization rather than the customer that generated the alert. Does anyone know of a way of using triggers/automations to change the organization field based on the ticket content.
Thanks in advance.
Hey Lee -
I see that this is your first post. Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread to introduce yourself to everyone.
Can you tell me a little bit more about your workflow and the alerting system you're using? It is possible to set up a trigger that will set an org based on a keyword, but that may or may not be the best solution for your workflow.
Sorry for the delay in responding.
There alerting system we use is Solarwinds MSP N-Central. The alerts are generated as emails to our service desk account, which is forwarded to the email address provided by Zendesk. We have this working and raising tickets in Zendesk but they all appear under our own organization rather than the end customer.
What we we would like to do (if possible) is to set a trigger based on text in the subject of the incoming email (the name of the customer is included in the subject line of the email) and then set the organization name in Zendesk based on the presence of this text. I can see how to detect the presence of text in the subject line but it doesn't seem to be possible to set the organization field?
Hey Lee -
The problem here is that Triggers can only change properties of the ticket, and Organization is a property of the user.
You could potentially build an integration with the Solarwinds system and then create the tickets via the API, setting the Requester to the end-user instead of Solarwinds, but I don't know what level of dev resources you have available to you.
I know this is an old issue but I have the same question. I want to automate the Organization selection for the End-user who solely creates tickets via emails, but are part of multiple organizations.
My plan was to set a trigger for Comment text contains (Keyword) Then Set Organization to _________.
If it was not present, The ticket would be set the the default organization; but if they added this keyword, then it would assign the ticket to the alternate organization. This seemed so obvious, I of course already told my clients it was available.... Is there a work around you can think of?
Wow, we also really want this. We have a unique support number for different customers that each map to a unique Brand. We also have one Organization where all users for each customer belong to. There is currently no way to make sure all inbound call tickets are placed under the correct Organization, they are only associated with the Brand.
We really need the ability to set the Organization based on Brand. We can set Brand based on Organization via trigger, why not the other way around?
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Thanks for sharing Swaraj!
I encourage you to cross post in the following Product Feedback Post: Ability to set Requester:Organization from Triggers
This will help provide visibility to the appropriate Product Managers as well as other users in need of a similar functionality.
Thanks again for taking the time to share your feedback with us :)