Adding the organization name field to a ticket

Hi there!

Thank you for your question. As you mentioned, tickets are associated with Organizations by the requester. You cannot select an Organization for a Ticket if it has no requester. Also, you can only select the Organization that the Requester is a member of. This means that if the Requester is member of only one Organization, Zendesk will not give a list of Organization options.

If the Requester is member of more than one Organization, you can change the Organization (once the requester for the ticket is selected) by clicking on the current Organization, and then choosing from the list of Organizations, as described in Updating ticket requesters and organizations.

For more info on multiple Organizations, you can also review this article: Enabling multiple organizations for users.

I hope this helps!

If a ticket has a requestor, but the requestor does not yet belong to an organization, is it possible to add the Organization field dropdown as a field on a ticket so that the requestor (and ticket) may be added to an org right from a ticket?

Hi Zachary, 

No need to add a field, you should be able to do this using the agent interface already. You can create a new organization by clicking the organization button that says "(create)" next to it, or if you want to add the user to an existing organization, click their name and there will be an "Org" dropdown in the left-hand column – see the screenshot below for an example:

Related question:

Is it possible to hide the Organizational field to requesters that are associated with multiple organizations and just have the ticket be automatically associated with the Helpcenter they used to submit the ticket?

Hi Binh Du,

Unfortunately, the organization field is hardcoded in the system. There is no option to hide the said field as of the moment

When a user who belongs to multiple organizations submits a ticket by email, it is assigned to their default organization. When the user creates a ticket in your Help Center, or when an agent creates a ticket on behalf of the user, the user or agent can select the organization for the ticket.