Automatic Organization Allocation

3 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Josh!

    You should be able to set this up easily with some custom triggers. Do you want the tickets to be routed to specific agent groups based on their Organization or something to that effect?

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  • Josh Deniet

    Hi Jessie,

     

    I'd like tickets to be assigned to specific organizations based on the number they have dialed.

    0
  • Jon Daniels
    Zendesk Customer Advocate

    Thanks for the clarification, Josh!

    As ticket organization is set based on the user, there wouldn't be a way to automatically change the ticket's organization without changing the user.

    Since there isn't a way to automatically update a user using a business rule, the best method is still for your agents to add the organization to the user so the ticket inherits the organization value.

    Now, it is very possible to automatically route calls to groups based on the number dialed, but this would involve you looking at the group value for these tickets instead of the organization when sorting these requests and reporting on trends.

    I'll be happy to clarify anything as needed regarding this kind of workflow!

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