Assign ticket to Organization regardless of requestor

Answered

6 Comments

  • Thomas Verschoren
    Community Moderator

    Did you know there is a native Salesforce integration in Zendesk now?

    https://support.zendesk.com/hc/en-us/articles/360034751534--Configuring-Data-Sync-from-Salesforce-to-Zendesk

    This allows you to create all organisations in advance as well as add your deal leads as users.

    That way the only step your agents need to do is reassign a ticket to an existing (new) Salesforce linked user and the organisation is also there.

    Not a 1:1 match with your question but it might solve the problem structurally.

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  • Danylo Antsybor

    Hi Thomas! Thanks for that link, yeap we are using this integration.

    But the thing is that I don't want to reassign a ticket to an existing "real" user under this org. Because this user didn't create this ticket.

    To give you more background, let's say this ticket is about "set up their organization in the cloud" - or any other internal technical stuff that the user should not be involved in. But that ticket should be mapped to their Org.

     

    So, as I said previously, potentially we can have "fake" users (Contacts in Salesforce) under every Org (Account in Salesforce), but that's kind of workaround that we want to avoid.

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  • Dan Cooper
    Community Moderator

    If this is more about account level details, I think the fake user would be the cleanest way to accomplish this.  You could potentially have one user that is in all organizations, but it would be safer to have a dedicated user per organization. You'd also still benefit from existing reporting, triggers, macros, etc if these are tickets that need to be worked and not just updates being tracked. 

    If you didn't want to use a fake user, you could designate a primary contact on each organization, but those tickets would be linked to that user which could be a problem in the future as roles change.

    You might also be able to create a dedicated organization with a custom form/field that captures the organization name you want to map a ticket to.  While you wouldn't be mapping a ticket directly to the correct organization, you could know that all tickets in you Mapping Organization have a field that let you see the full picture including your internal events. 

    Another option you could look into is instead of creating a ticket, you could create a custom object that is related to the organization.  You wouldn't have those listed as tickets, but you could potentially use objects as a way to link records to an account that aren't necessarily tickets. There is an EAP for Custom Object Events where you could maybe explore an organization object and add events to that object to track records.  This gets into some custom code solutions on your end as a lot of the custom object integration in Zendesk is still new. 

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  • Danylo Antsybor

    Thank you Dan!

     

    Can you talk a little bit more about this statement?

    """

    You could potentially have one user that is in all organizations, but it would be safer to have a dedicated user per organization. You'd also still benefit from existing reporting, triggers, macros, etc if these are tickets that need to be worked and not just updates being tracked. 

    """

     

    Why it would be safer?

    And yes, those are the tickets that should be worked by support, they are related to Organization and that is why I want to map them to the right org, but they don't involve real users from Customers, they are kind of our "internal tickets" related to this org.

     

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  • Dan Cooper
    Community Moderator

    Probably not the best worded.  I was thinking through scenarios where someone might create a workflow that breaks down the generic nature of one account to meet a specific customer use case.  Thinks like always needing to CC a certain project manager on certain ticket types or for certain customers.  If you think you'd be in a position where you'd have to put special cases into play, multiple fake organizations might be best. 

    Also, one trick I've found.  If you don't want to have emails sent.  Zendesk seems to have hardcoded example.com domains as test accounts and you'll see a warning in the UI saying email won't send.  These can be useful for test accounts where you want to make sure emails aren't sending and you just need a record of events tracked. 

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  • Danylo Antsybor

    Okay, thank you guys, looks like we have 2 options how to do that:
    1) Have "fake" user under every Organization and make it as "requester" so the ticket will be assigned to relevant Org
    2) Have one common (i.e. shared) fake user that will be a member of all Organizations, and when creating ticket via API we can put Org Id that we need and Zendesk will allow us to do it as requester will be a member of all orgs.

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