• Melanie Hobman

  • February 04, 2020 01:32

  I jumped the gun a little, using the HTTP trigger removed all the organisations from the user and updated the Organisation to only the last one set by the trigger.  Over 200 tickets updated to the incorrect Organisation because the tickets are being generated from a single email address for multiple customers.

   

  The trigger would work if only one Organisation was required for the particular email address making the request but in our case we need to align just the ticket generated to the correct Organisation based on the email address it's received at, but I think I may be able to achieve this by using the below instead.

  https://{subdomain}.zendesk.com/api/v2/tickets/{id}.json

   

• Warren Ridley

  • February 04, 2020 16:05

  +1

• Abed Islam

  • February 22, 2020 05:54

  +1

  Props to James. That was awesome. That was my introduction to Webhooks and the ability to use Zendesk API from within Zendesk to make up for what you can't already do in Zendesk. You just have to be weary of your conditions so your updates only apply when you want them to. But that was awesome.

   

• Risetime

  • February 09, 2021 01:52

  Hi can someone help me with the work-around James mentioned, I followed his instructions, but my authentication is not working properly. I am not sure what I am doing incorrect. What should I be using as Basic Authentication:

  I used my username and password, but I get an error that says {"error":"Couldn't authenticate you"} 

  

   

  

• Peter Hochstrasser

  • February 09, 2021 07:08

  @...

  You try to feed information back into your Zendesk domain, so this is a "internal" call.

  I suggest that you use an API Token instead of basic auth. That makes things a bit more secure - you don't have to deposit your UID/PW in a public record (well, accessible for every admin in your account).
  
  So, assuming that you are an admin, go to the cog (Admin), Channels, API, Settings, and click Add API token. Give your token a meaningful name, and, above all, copy and paste that API key into your password and key storage (mine is KeyPass 2) so you can retrieve it later on, as it cannot be retrieved ever after you click Save. That's part of the enhanced security I talked about above.

  From the error message, it may well be that UID/PW access to the API has not been enabled - you can check that on the API Settings page as well, right at the top.

  To use the token, go to your target definition - cog, Settings, Extensions, Targets) and edit your target: Add the string /token at the end of your user name, and paste the token into the password field.

  Select Test target in the list box besides the Submit button, then Submit your update.

  That's all.

  Hope this helps.

  Yours truly

  Peter

  P.S. Is there a specific reason why you selected, against James' advice, HTTP POST instead of HTTP PUT?
  As is detailed in the API doc
  
  https://developer.zendesk.com/rest_api/docs/support/tickets#update-ticket
  
  

  You should use PUT, not POST.

   

• Nina Olding

  • September 22, 2021 21:11

  Hi all, thanks for sharing your feedback. I appreciate you highlighting this gap in the current product functionality. Whilst it's not something we're implementing at this moment in time, it's on our radar as a potential improvement as we're rethinking triggers and automations in the coming year. Thanks again for sharing - it's always helpful to understand what's top of mind for customers as we develop our roadmaps.

• Michael Plaster

  • June 14, 2022 17:27

  I'm curious if there has been any movement on this.  I am wanting to set custom organization membership based on Azure AD fields so that managers can be setup as Lite Agents and review tickets opened by their staff. 
  
  For exampled we want end users in the marketing dept. to be auto assigned into the Corporate and Marketing Orgs.  This would allow VP's to see Corporate that includes several departments, but also allow limited granular views for the marketing manager.

• Peter Hochstrasser

  • June 15, 2022 06:00
  • Edited

  Michael Plaster

  <sarcasm>

  This has been open only since seven (7) years.

  Don't expect that kind of flash reaction from Zendesk.

  As you see in the note above from September 2021, Zendesk has about another 2 or 3 months before they might consider to react to this.

  </sarcasm>

  Mind you, Zendesk discourages the use of triggers calling Webhooks, but in several areas, it's the only way to get some much needed functionality.

  Let's hope that they think a bit out of the box, like offering some kind of simple configuration scripts, so some arguments may be gained from the ticket, requester etc. instead of just having to create one trigger per organization you want to set etc.
  
  What I mean here is, some true if then else and/or case constructs so we can get things managed in one trigger instead of 1 per organization, for instance.

  Yours truly

  Peter

• Jonathan Perel

  • June 18, 2022 21:48

  Another important feature which Zendesk won't implement.

• Charlie T

  • June 28, 2022 12:49

  How on earth has this not been implemented?!

  We have organisation-specific services and need to offer organisation-specific support.

  We use organisation-specific zendesk email addresses, and I need to set a trigger whereby:

  Received at: ACME@us.zendesk.com

  Set Organisation to ACME

  And before someone says, setting potential domains in the organisation set-up doesn't capture all as it's common for user to email on personal rather than business email addresses.

  This is such a basic requirement and it blows my mind that it doesn't exist.

• Mo Shujaat

  • October 19, 2022 22:58

  I agree, I think this is a no brainer for Zendesk to implement. It should be doable and would meet our use case perfectly as well

• Traian Vila

  • November 10, 2022 10:27

  +1 we get tickets from slack, telegram, discord private groups/channels and need the ability to set the right Org in the trigger that matches the specific channel.

• Sebastian

  • August 25, 2023 17:58

  This is needed. Especially since tickets from members without organization open without having an organization but as soon as a user has one or two organizations the choice drop down appears and there is no way to not assign the ticket to an orga. Also no trigger to unassign or assign it to a standard orga, which does not even appear in the organ choice dropdown once a user is part of an orga.

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