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Organizing and sharing tickets

  • January 13, 2021
  • 1 reply
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Hi, We have white-labeled instances (abc.company.com, xyz.company.com) and have thousands of users/customers in each instance and for support, all of them write to customercare@company.com. We also have admin/internal super users for each instance (who are not on Zendesk).
1] We want to track tickets raised in these instances separately
2] and send a copy of tickets raised in an instance to their respective admins/super users. Request your suggestions on how to go about this.

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    B
    • Ben78
    • February 2, 2021

    Hi @Arjun Rao,

    I would recommend creating each domain as an organization within your instance of Zendesk. Then from there each time one of these users sends in a ticket, it will be broken down by those organizations.

    This article has more: https://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations

    As far as the super user part. you could create a trigger that automatically sends tickets that come in from a certain org to an external email address. This would be through something called an external target.

    This article has more on that piece: https://support.zendesk.com/hc/en-us/articles/203662136-Notifying-external-targets

    Please let us know if we can assist further.

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