I'd like to describe my use case too. At first, I want my users to be able to write support requests without registering accounts on Zendesk. That means, I have them all as unverified users and cannot benefit from the "organization" auto assignment feature.

My goal is to setup two different SLA policies:
- for regular customers,
- for VIP customers (based on e-mail domains, because they can contact us directly or using support form).

Usually the VIP customers are big companies and we do not know all of the employees that can contact us. The licenses are floating so we are not able to register and verify all potential users.

I like Zendesk's modularity and it seems to be well designed, but I am wondering why I cannot create trigger based on a requester's e-mail condition? Having that I could use all great puzzles to achieve my goal, e.g. using tags.

As other's said using 3rd party software to achieve and maintain it in at least two different places is not doable (eventually).

Hope to hear anyone commenting on this. I'm on trial and don't know what to do now...