Assign all tickets from one end user account to another

12 Comments

  • Andrew J
    Community Moderator

    Hello Jay,

    There should be a few ways to achieve what you are looking for I think.

    I am assuming the staff you are referring to are not 'agents'.

    What you are specifying is a little different from the norm - so forgive me if the proposed solution is a bit of a workaround.

    You could have a tag on the users submitting the ticket, and then a trigger that fires if this tag is present, which fires a URL target to change the requester to the correct one.

    Have you considered just creating a view that includes both these users tickets? Therefore avoiding the need to change the requester?

    Or if you add the requesters to an organisation... you could pull up an organisation view...

    Feel free to provide more info and we'll suggest what we can :)

     

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  • Jay Kelly

    Just a bit of background. We use the 'user' zendesk view of their tickets to see all the issues at a site (45 sites in total). The site manager needs to see all issues at the site in one view and currently we have only been enabling one account at that site to create tickets. This results in all tickets in that one view under the zendesk portal. The request from management is to enable 2 or more people to create tickets but for them all to be visible in the one zendesk portal. Perhaps organisations would solve this? I would need 45 of them?

    Otherwise just now:

    Ive just been looking into the url target and it sounds like that might be the way to do it as well. Looking at this example: https://support.zendesk.com/hc/en-us/community/posts/207593618-Trigger-firing-2-URL-targets-not-working-consistently

    but what would i put in the trigger? 

    {"ticket": {"requester": "site@domain.com"}}     ?? 

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  • Andrew J
    Community Moderator

    So the sites are all the same company? (or would there be a different domain name for each?)

    Presuming not all sites need 2 or more users, you would only need organisations for the ones affects - could be up to your 45 though... (you can bulk import!)

    Organisations need a unique domain though... I have used a false subdomain to get away with this, but this does require users to be manually added to the organisation (or import maybe?)

    If you went via trigger/target... you would need a trigger and target for each site...

    something like

    Trigger;

    ANY

    requester is .... 

    requester is...

    notify target 'your target'

     

    But hold on... I think the simplest way would be to create views or organisations...

    If the organisations does not work for you - just tag the users as required, and create a view for these - um, thats 45 views... but workable.

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  • Jay Kelly

    Yeah its a bit of mess. Ill try sum it all up in the points below:

    • SSO with azure is a must. We have this on and it works great
    • We have 45 sites, same company (domain) using the SSO domain to sign onto the portal
    • Staff only use the zendesk portal to create and manage tickets. They can reply via email but creation must be done through the portal
    • Each site has 1x administrator (receptionist) and 1x manager but some sites are large and also have further managers. 
    • Ideally we would like all tickets to come into the one account, or one view that end users can see (organisation view would also work so long as SSO still functioned). Basically if the manager creates a ticket via the portal we want it to inject into the administrator's request queue with ideally the manager cc'd.
    • Agents use mainly ipads and use the app to work on tickets. They have access to views already which collects all of the tickets so that works fine.

    Im ok if i have to create 45 or 90 or 150 rules so long as they work and dont need to be changed :)

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  • Andrew J
    Community Moderator

    So... does this work?

    ----------

    • Tag users at site A with 'site_a' tag
    • All tickets created by these users will now have 'site_a' tag added.
    • Create view for unresolved tickets with tag 'site_a'

    Repeat for site B,C,D etc...

    ----------

    This seems the most simple to me - your thoughts?

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  • Jay Kelly

    but the end users cant see views? or have i missed something

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  • Andrew J
    Community Moderator

    Ahh - I hadn't realised you needed the users to see the list of tickets!

    I don't suppose you could have a generic user that is used by both people?

    Otherwise I'm a bit stuck...

    Well, maybe... back to the original idea...

    • Tag users at site A with 'site_a' tag
    • All tickets created by these users will now have 'site_a' tag added.
    • Create trigger with condition including site_a tag
    • Trigger fires a URL target that updates the requester
    • Repeat for all sites/users

    I'm not great on URL or HTTP targets. But it'll be easy once you know how its done.

     

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  • Jay Kelly

    Quick update, went with just setting up a bunch of organisations. Seems to work well.

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  • Andrew J
    Community Moderator

    Thanks for reporting back Jay!  

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  • Jay Kelly

    Thanks for the help. Now just to automate the naming of new tickets using the url target

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  • Serge Payette

    Hi Jay,

      What exactly are you trying to get done when you say: "to automate the naming of new tickets using the url target" ?  Which ticket field content you need to name/rename ?

    Rgds

    Serge

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  • Jay Kelly

    We want to inject some word into the start of each ticket so staff can see what 'department' their ticket sits with. I have achieved this with the http target. Essentially this is an intermediate process until zendesk may/may not add other columns to the web view to arrange tickets by for end users.

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