Setting organization without name or email

9 Kommentare

  • Nuno Mendes

    Hi Tristan,

    I have a similar problem. I want to submit a ticket (using the web widget) and be able to identify the organization of the user when he has more than one organization in Zendesk. Do you or anyone know if this is possible?

    I'm using zE.Identify and using the organization field but it seems to be ignored and the ticket is always associated to the organization that the user has set as default.

    Is there any way to overcome this?

     

    Thank you,

    Nuno Mendes

    0
  • Tristan

    Hi Nuno,

    So the problem I was having was that new users was not being assigned to an organisation despite an organisation id being passed in the call to zE.Identify.

    This was confirmed as a bug by Zendesk and was recently fixed.

    So the problem that you're having, although similar is I think different.

    You're probably best to raise it as an issue with Zendesk customer support.

    Cheers,

    Tristan

    0
  • Nuno Mendes

    Thanks Tristan, I've already reached their support but their answer was not very conclusive.

    I'm using something like this: 

    zE.identify({
    name: Vars.userName, // User’s real name
    email: Vars.userEmail, // User’s email address
    organization: Vars.accountName // Account name
    });

     

    And the organization is filled in with the name of the account, although when the ticket is created the organization is set always with the default one specified on Zendesk side.
    Do you have any more information regarding this that can help me?

    Thank you,
    Nuno Mendes

    0
  • Tristan

    Sorry I can't offer any more insight.

    Your use case is different as I didn't have a default organization set.

    I don't think the designed behavior for your use case is explicitly specified in the documentation, but I would have thought that if you provide a non-empty organisation in the call to zE.identify then it should be respected.

    So it sounds like a bug to me.

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  • Mike Sutton

    Any resolution on this? I'm trying to do the same thing.

     

    I set organization via zE.identify, but it's not making it's way into the ticket.

    0
  • Daniel Aron

    Thanks for the question Tristan. Currently in answer to your question "is it possible to set the organization that will be used by the Widget without setting a username and email?" the answer is no. Email is required for a user record in Zendesk. 

    0
  • Daniel Aron

    As per the note in the developer docs, passing an organization only works for existing organizations in your Zendesk Support account. It does not create a new organization. The extra caveat is that if you have multiple organizations will only use the default. 

    We agree with Tristan that "...if you provide a non-empty organisation in the call to zE.identify then it should be respected" and we're defining a solution. The challenge at the moment is it has an impact on business rules so it shouldn't be possible to define the organization from the client side without an appropriate level of security.

    I will provide an update when we I have more news on a solution.

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  • Mike Sutton

    Daniel, is that to say that if a user and two organizations exist that the user is associated with, regardless of which one is specified it will always use the default org?

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  • Daniel Aron

    Assuming that when you say "it will always use the default org", you mean the ticket, then yes the ticket will be associated with the default user organization regardless of what you send from the widget. Currently, you can only set the user organization with widget identify if that user does not already exist within Zendesk.

    0

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