A solution to automatically assign a Requester to an Organization when the ticket channel is Ticket Share.

11 Comments

  • Lydi Cherinkov
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    :)

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  • Sebastiaan Wijchers
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    Just ran into this as well. In my case all shared tickets from a sharing agreement, could be assigned to one organisation. So I don't have a need of syncing the organisations, just assigning one based on the sharing agreement.

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  • Mike Ferri
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    This seems like quickest and easiest option to remedy the problems associated with ticket sharing reports.

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  • Scott Patterson
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    Ticket sharing has become more and more of a nightmare for reporting and any automation that gets set up, mainly because of the organization not being set. having some way to update the organization for shared tickets, or assign an organization based on incoming sharing agreement would fix everything.

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  • Nicole - Community Manager
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    Hi Scott - 

    Can you provide an example of the problem you're running into? 

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  • Scott Patterson
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    Hi Nicole,

    This should be the same as in the original post - When a ticket is shared from another Zendesk to ours, the Requester has no Organization assigned, and can not be modified to assign an organization.

     

    "It is currently not possible to sync the Organization of the requester for a shared ticket automatically." - "It is also not possible to create a trigger that will automatically assign the Organization to a ticket." - "Ticket Share tickets come through with an empty field as the organization."

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  • Nicole - Community Manager
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    How often does this come up for you? 

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  • Scott Patterson
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    Hi Nicole,

    This is a permanent thing - as far as I am aware, this is just how the Ticket Sharing system in Zendesk works? This makes it difficult to create reports or triggers based on organizations, as all inbound shared tickets will not be recorded in any triggers or reports that are relying on 'organization' for filtering.

    My understanding is that this isn't a bug, but a drawback on the Ticket Sharing system in Zendesk - hopefully something that is being worked on to be made better, or maybe there are some known workaround for this?

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  • Nicole - Community Manager
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    Hey Scott - 

    I'll check around to see if anyone has any suggestions, but I do not have a workaround to offer at the moment. 

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  • Mª Francisca Gallego Requery
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    Hi,

    I found the same problem with shared tickets. It is not possible to assign an organization, so it makes very difficult to create the reports. In my case, the shared tickets are created for two different projects, so we need to check every single ticket in order to get the report at the end of the month. Is it possible to do be done in another way?

     

    Thanks

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  • Scott Patterson
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    The way we get around this (though there may be an easier way) is tag every ticket for the shared organisation. So we have a trigger set up like:

     

    When ticket does not contain tag 'from_company_x' and status less than Closed
    and 'Ticket Organisation' is 'Company X' (for tickets that originate on our side) OR 'Received From' is 'Shared Company X' (for tickets that originate on their side)

    Add tag 'from_company_x'

     

    And then in our reports we set a filter to filter the generic reports based on tag. This is not ideal as it means you are reporting on non-shared organisations differently than you are reporting on shared organisations, as one is by 'Organisation' and one is by 'Tag', but at least it lets us spend less manual time on the reports and set up other company-specific automation we want based on the tag.

     

    Hope this helps, or if someone has a better suggestion (or if Zendesk are working on something here) it would be great to hear!

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