Organization Custom Fields for Ticket Organization instead of Requester Organization



  • Elaine
    Zendesk Customer Care

    Hi Travis,

    I think it is best if I see the report you're working on so I can better understand your concern. I will create a ticket on your behalf. Kindly wait for an email notification regarding this ticket. Cheers!

  • Arno (EMEA Partner)

    Is there a solution to this issue. Is common, when serving large companies, that organization must be divided to multiple organizations, and ticket organization is more relevant than requester default organization.

    In reporting vise history also changes over time, if requesters default organization changes, and in reporting tickets wander from one organization to another. (EDIT: This happens only if you use Organization custom fields in filters, as this only possible via requester organization).

    Yes, this applies to situations where user's can belong to multiple organizations only. 

    I think I have seen another discussion about the same matter on some other thread, but could not locate it now.

    I could not figure out my self, how to be able to use ticket organization custom fields in filtering reports. I assumed, this is not possible yet.



  • Travis Tubbs

    I had to email into Support for assistance on this. Sadly, they stated that this "is not possible and is currently an Explore limitation as the two data are currently found from two different types of data (tickets and organizations)."

    Their only recommendation was to create a custom ticket field that would be filled in automatically by a trigger. As you could imagine, this is not a viable workaround.

    As mentioned, there is a feature request thread on this (not sure where), but "for now, I have news that our Product team is currently not able to address this immediately and no target date has been set if in case this feature would be added into Explore."

  • Arno (EMEA Partner)

    Thanks for the information. Appreciate you sharing this. Hopefully this will be solved soon. 

  • John DiGregorio

    Is there any update for this?  I just added 15 fields only to find out it is showing the requestors organization and not the ticket organization.   Creating triggers only works when new or when the ticket is updated, which means it will also require automation.   So basically 30 to 40 hours worth of configuration.  This should be out of the box functionality - very disappointing


  • Joshua

    Hi, I would like to request Custom Organization fields for Ticket Organization as well (not just Requester/User org). When our team members are looking at a dashboard with Ticket-related reports, they want to see information related to the "Ticket Organization". Many of our ticket requesters belong to multiple organizations and work across multiple regions, this means that their "Default" organizations can be significantly different than their Ticket Organization.

    If this is on a roadmap somewhere, please let us know! I agree with @John that this sort of functionality should already be present. 


Please sign in to leave a comment.

Powered by Zendesk