Usability Improvement Suggestion: associate existing users with organisations if they already exist
As per this page:
Important: If a user from the specified domain submitted a ticket before user mapping was configured, you must add them to the organization manually. They won't be added automatically.
A user will not be associated with an organisation if the user existed before the organisation was created/configured.
I think this should change. If the key relating factor is the domain from which a support request originates (user@ABC.XYZ) and that key exists on the organisation (Organisation: ABC, known domains: ABC.XYZ) then there must be some additional logic written in the core platform to actively NOT relate these two entities which seems counter-intuitive.
The Zendesk admin has created the organisation and configured it in such a way that they are expecting user@ABC.XYZ to no be related to it. Requiring them to manually make the association is unnecessary.
The creation of the organisation was likely meant to improve agent workflows - adding this extra step introduces a point of failure.
A concrete example from my instance is that certain organisation have their tickets routed to a priority tickets view accessible to only certain agents. We immediately ran in to the problem described above where my priority customer tickets were left in the general view.
A concrete example from my instance is that certain organisation have their tickets routed to a priority tickets view accessible to only certain agents. We immediately ran in to the problem described above where my priority customer tickets were left in the general view.
As mentioned, it is my suspicion that there is some additional logic being applied at Zendesk to stop making the association and I don't think it adds any value, rather makes the process more difficult.
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Thank you for taking the time to share this feedback with us, Nathan.
If other users have a need for the functionality to be adjusted as Nathan suggests, please up-vote his post and add details of your use case, including how frequently this arises and how significant the impact is for your business, in the comments below.
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