How to handle closed tickets with no organization | Community
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How to handle closed tickets with no organization

  • October 28, 2022
  • 4 replies
  • 0 views
Jake11

We have an issue where we often have tickets reach closed status but the assignee failed to associate an existing organization to the user/requester on the ticket, thus the ticket isn't tied to an actual organization.

As we know, modifying ticket data after a ticket is closed isn't an available option. 

We have a view that we coach our staff on to visit and it's tickets that are less than closed with no organization, and they are to check this view for their tickets and the expectation is for them to update the user's organization so that the ticket ties to an organization. 

However, this is still open to human error and forgetfulness. Any thoughts on how to ensure every ticket gets tied to an organization? I don't like that when reporting on our ticket data there's always going to be a bucket of tickets not tied to an org. I tried to see if there was a way to require organization upon solving a ticket, but am not finding anything.

    4 replies

    Jacob20
    • Jacob20
    • October 28, 2022

    Hey Jake,

    In explore there are two organization name attributes:
    Ticket organization name
    Requester organization name

    The first can't be updated once the ticket is closed, as you say.

    But, from the requester user profile, you can still add the organisation they should bring to, after the ticket has been closed. And you can use the Requester organization name for displaying this.

    Hope that makes sense.

      C
      • Chandra13
      • October 29, 2022

      @jake11 Another option to prevent tickets from being closed without an Organization is to create a trigger to do something.

      For instance, I have a Triage group that I keep tickets in if we weren't able to get all of the information up-front to put the ticket on the right Zendesk Schedule & SLA Policy. A ticket will stay in this Triage group until an agent has successfully finished filling out all required information, one of which is ensuring that all paid customers are linked to their Zendesk Organization which is synced from Salesforce.

      To accomplish this, the Condition would look like the following (plus whatever other criteria you need for your workflows):

      For the action, you could have the ticket reopen, send the Assignee an email notification, add an internal note to the ticket (see this community post for more info), etc.

      Hope that helps spark some other ideas of how to prevent this from happening!

        Jake11
        • Jake11
        • Author
        • October 29, 2022

        Some really great ideas in these replies - appreciate all the input! I think for now, @ahmed11's suggestion is the quickest way for us to ensure we don't have tickets that are closed and without an organization. Thanks again everyone!

        ZZ55
        • ZZ55
        • October 31, 2022

        Jake

        Just a little caution. 

        Tickets that are solved for 28 days will automatically be set to a closed status.

        You need to ensure you do your housekeeping on organisations before that date.

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