Organisations with multiple locations

12 Kommentare

  • Dan Cooper
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    Hi Kris, 

    You could name the organization with the location name in it.  Enabling multiple organizations would allow a user to have access to more than one if they need to submit for various locations. Alternatively, you could include a ticket field for location to allow them to enter the location they need assistance with. 

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  • Kris wolton
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    Hi Dan,

     

    Yes i have tried this, but it gets a bit messy, as we need to have all calls for that organisation in one place for reports etc. All the users for the sites have the same domain name, so its nice to put them all into that organisation, then divide them up by site. Our last helpdesk did this quite well. I can see why Zendesk does it as they do, but for MSP's and other companies with multiple sites it would be nice to have organisations with sub sites and for ZD to clearly seperate these. We actually had an engineer go to the wrong site (about 50 miles in the wrong direction) to resolve a users problem as they had moved sites but this was not clear in ZenDesk and not displayed in the ticket. Clearly this is a massive waste of time and i would of throught an easy fix for Zendesk.

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  • Brett - Community Manager
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    Hey Kris,

    Just wanted to jump in here to see if we thought about other alternatives to help with this. Have you looked into setting up a custom drop-down field for the Locations that you support?

    Once a drop-down value is selected within an Org a tag should also be applied specific to that value which in return should also be applied to any ticket within that org. You mentioned that this information was not available within a ticket so would the tag carrying over to the ticket help determine what location this ticket was for?

    Let me know your thoughts!

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  • Dan Cooper
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    Hi Kris,

    I agree, there are opportunities for organization management in Zendesk that I'd love to see as well (having some sort of parent/child organization relationship would be really helpful in my use cases as well). 

    As Brett says, it may be worth checking out custom drop-down fields for locations.  You may even consider this on the ticket versus the organization.  If your tickets are dynamic enough, it may be worth having the customers clarify the right location on the ticket itself to minimize engineers going to the wrong site.

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  • Kris wolton
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    Yeah, it seems like a really obvious thing to exclude as most customers will have several sites. You really would have thought ZenDesk would build this in. Zendesk is more user focused than organisation focused which i can understand, but for MSP's it would be nice to have built in options to account for sites.

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  • Kris wolton
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    Yes Brett - i have tried and i have a ticket open with Support, however it's still not doing quite what i want.

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  • Brett - Community Manager
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    Hi Kris,

    I was able to track down the ticket you have open with our Support team. We will continue to work with you there since we may need some ticket examples to determine what's not working correctly.

    Cheers!

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  • Kris wolton
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    Hi Brett,

    Yes, idealy we should have the option to add 'sites' when setting up an organisation. Then when you create a new user it will give you the option to select a site for them based on the organisation they have joined.

     

    This info should then be displayed in the ticket along with the organisation info.

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  • Kris wolton
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    The above is how it has worked in every other helpdesk system i have used and i do quite miss it to be honest.

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  • Brett - Community Manager
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    Hi Kris,

    Completely understand where you're coming from. Unfortunately this functionality does not exist within Zendesk, however, I see you're still working through a ticket with one of our team members.

    We will continue working with you there to see if we can come up with an alternative :)

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  • Kris wolton
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    Hi,

     

    Just to follow up on this, i almost think there should be two options when you sign up to Zendesk...

     

    1. Are you a user/person focused company (retail, consumer)

    2. Are you an organisation focused company (MSP)

    Then align Zendesk to either prioritise the user fields or organisation fields. We are really struggling having moved to Zendesk as we are very organisation based which ZD doesn't really cater for.

     

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  • Devan - Community Manager
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    Hello Kris,

    We are always looking for new ideas and suggestions to improve Support and make out products better for our users. I would recommend posting your opinions on our Product Feedback forums where our development team is always looking for information from our users.

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