Workaround for not being able to add Organization to Ticket | Community
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Workaround for not being able to add Organization to Ticket

  • August 12, 2022
  • 3 replies
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Our instance is setup to receive support requests from account managers about issues their customers are having. So, multiple members in our organization "belong" to 20+ organizations that aren't automatically categorized by Zendesk because they all have our internal domain name. These account coverages change frequently so maintaining organization assignments by user is very cumbersome and time consuming.

We need a way to track tickets by organization, and I've found that it is impossible to add an Organization field to a ticket unless the requester is tied to multiple organizations.

Is there an easy way to assign every user to every organization in our instance (around 450)? This way, all organizations will populate for every requester each time we have a ticket.

      3 replies

      Steve25
      • Steve25
      • August 23, 2022

      Emily,  here is what i did. I created a macro to add a tag to the ticket. upon submit a trigger will create the organization using whichever field you want.  We chose customer email field. This trigger send a Zapier Zap an update ticket order which is sent back to Zendesk and creates the organization. 

      E
      • Emily27
      • Author
      • August 30, 2022

      Hmm this will not work for us, as customer email field will always show our own organization (the requester email is usually someone from without our own company who services several customer organizations). We need a way to choose an organization from the list of all of our customers--how might we handle that?

      James57
      • James57
      • January 27, 2025

      Hi @emily27 ,

      This is an interesting use case.  I can think of a few possible solutions, but I'm curious to know more about how exactly you use the organizations.   Do you use it in reporting, in business rules, or do you have the account managers accessing the ZD Help Centre and viewing all tickets for their organization?  Perhaps something else entirely?  Because of the different features associated with organizations in Zendesk, there may be many different solutions or workarounds.

      Cheers ~

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