Due to the way that we support our customers that work within multiple organisations the way that Zendesk defaults tickets to the Top/Default organisation for each user means we misfile a lot of our tickets under the wrong organisations.
We search for the organisation, then find the user under the oragnisation, then choose "create Ticket" but Zendesk automatically changes the organisation to the users default (very hard to spot from an agent's point of view) and tickets are then created in the wrong place.
We know Zendesk is designed to work more with the user's more than the organisation but it's more important for us the the ticket is under the correct organisation rather than the correct user. Defaulting emails to their default org can cause the same issues but a little bit easier to spot.
An option to disable the default organisation or at least create the ticket under the organistion we just chose the user from would be great.
If there is already a request for this, where is it, can i vote for it?
Example of the issue: https://www.screencast.com/t/qE8a3MQG
Related Zendesk article explaining how the default ORG's work: https://support.zendesk.com/hc/en-us/articles/203690926-Updating-ticket-requesters-and-organizations
Please sign in to leave a comment.