Ability to set Requester:Organization from Triggers


  • Official comment
    Bailey Whitaker-Lea
    Zendesk Product Manager

    Hi Everyone - 

    New PM for Triggers & Automations here, catching up on the requests in the Community. It has been great to see all the feedback from you! 

    I want to make sure I fully understand the use case as there is quite a bit of feedback on this thread. Is the main ask here for setting the Organization on the ticket? If so, have you tried creating a custom lookup relationship field on the ticket that points to Organization? From there you could use Received_at in the trigger condition and the custom lookup field on the ticket could be set using a trigger action. 

  • Sherman Dickman

    The ability to set customer tag or organization by macro, trigger, or automation is badly needed.  

  • Owen Jones

    We offer many different services and support requests come in through different email addresses.  When a support request comes in via email, having it automatically assigned to the appropriate organization make assigning, tracking and reporting much better.

    For example, 1 thing we do it provide maintenance support for property management companies...their tenants call (or emial) us when they need something fixed.  We have different organizations setup for each property management company we provide maintenance for.  Their tenants have a specific email to email their request to also (maint@companya, maint@companyb, maint@companyc, etc)....automatically assigning the inbound ticket to the appropriate organization based on where the email was sent to is required.


    Thanks for looking at this request!


  • EdgeStar Support

    Winston - You are correct - but that is where the HTTP Target comes into play.  As long as you can establish the correct conditions for the trigger to run on the ticket where you would like the organization to be set for that requester - then the HTTP Target and JSON code I pasted above will set the Organization.  In our instance of ZenDesk, The below trigger was something I tested successfully yesterday - the conditions are very simple for my test - just needs to contain a specific tag, so you would want to determine the right set of conditions in your use case.  But...once the condition is met - that JSON code will update the organization for that ticket requester. 

  • Sherman Dickman

    1) A customer attempts to purchase our product, but the purchase fails for some reason. Perhaps they didn't enter the CVC code, or there's an issue with VAT validation, or PayPal keys, etc. So we generate an email that triggers into a ticket.  

    If we could assign the customer to a "failed order" organization or tag, we could send an auto-response, and then keep from sending additional auto-responses for customers who are already in that org/tag (because invariably customers will keep trying to purchase, and we don't want to repeatedly spam them with the auto responder).

    2) It's helpful to know who's on trial and who has purchased the product, tracked via tag or organization, so that we can route the tickets to the appropriate agent. Trial users usually have simpler questions, but they need more immediate attention, while existing customers typically have advanced setup questions that can wait a bit longer.

    Additionally, our auto-responders can be more accurately tuned... trial users would receive auto-responders with purchasing FAQs, while existing customers would receive auto-responders that cover post-purchasing issues, such as lost license keys, adding a license to their account, etc.

    3) We have a "pay-per-incident" model, and we would like to offer up packages of, say 3 support incidents, for $30. We would like to use macros/triggers/automations to track and modify the number of valid incidents remaining, and if zero, send auto-responders with information on how to purchase more incidents.

    Alternatively, we could offer a one year subscription for support, tracked via a users tag or org, so that tickets are routed to the appropriate agent, or to an offer to purchase a support contract.

    Additionally, this tag would be used to set priority, as customers paying for priority support deserve more immediate assistance.

    4) When refunding a customer, we would like a trigger to add them to the "refunded" organization or tag, so that we can route future requests appropriately and prevent our system from spamming them.

    To conclude, we need to know that "state" of the customer in org or tag (trial, paid, refunded, priority incident, VIP, etc.), so that we can properly route their requests and/or auto-respond using macros, triggers, and automations.

  • EdgeStar Support

    You can use an HTTP target to accomplish this provided you can set the condition properly to fire a trigger.  I assume that based on brand / form or other requester level attribute etc you can set a tag that can be used for the correct condition to fire the trigger. 

    If you have an existing HTTP Target for .../api/v2/users/{{ticket.requester.id}}.json then you can simply call that, otherwise you will want to create a new one by going to Extensions / Add Target / HTTP target

    Name: whatever you want to call it, i.e. "Update Requester"

    Url: https://your-zendesk-domain.com/api/v2/users/{{ticket.requester.id}}.json

    Method = Put

    Content Type = JSON

    Choose your authentication type for the API call and create

    Next, find the organization id.  Simply go to People / Organizations and click the one you want - get the ID that is in the url, i.e. https://your-zendesk-domain.com/agent/organizations/123456789/tickets

    Next, create a new trigger for updating the organization field - set the correct conditions, i.e. ticket created and tag must contain xyz etc etc.  Add the action to Notify Target - and select the appropriate target that you just created (i.e. Update Requester).  Use the below JSON body - just update the value to be the organization id you found in the above step in place of what I have listed below. 

    "organization_id" : 123456789

    NOTE: You must be sure to have a condition that will only be met once.  As an example, one of the ALL conditions might be that Tags | Contains None of the Following | org_updated (as an example).  Then just add an action so that the trigger adds that tag after it executes the JSON. With the tag now added to that ticket the Trigger will not fire again.


  • Ken McKelvey

    As a government support organization, we have internal end-users (employees) and external end-users (the public).  We have different SLA expectations for each group.

    We know the email domain of our internal users, so it was easy to set up an organization for them.  

    But I'd like the ability to default all of our external users (who use a multitude of email addresses) to a separate organization.  Basically, if an new ticket is originated from any email address that is NOT our own domain, I'd like it to default to the non-employee organization.

    Maybe this is already possible, and I just don't know how?

  • Brendan Foley

    Hi @Nicole!

    We have clients that use a setup with dozens of email channels.  Each of their customers has a specific email address they use to communicate, and therefore anyone using that email channel should be put into that customer organization.  This would allow bucketing of these customers regardless of whether they use their official company domain name or if they use their Gmail account when asking for help.

    Another use case is for events.  If you setup an email channel for the January Club Meeting (making this up), then anyone associated could be put into an organization based on using that email address to send in a request. 

    BUT, more important, why isn't it an option?  Zendesk shouldn't really be restricting how I can do things unless it is a problem that they are done that way.  Grouping users into organizations has no bearing on the ability to provide support, and doesn't make other options in Zendesk not function as expected, so why not make it available?  The level of effort to provide it is minimal.

    This extends to other features like being able to check the Subject of an email for certain keywords.  Many of our clients used this option and their Triggers were rendered inoperable with no other option to accomplish the same thing.  Instead they have to build expensive and error prone scripts outside of Zendesk using the API to accomplish what should be simple and rule based within the interface.  

  • Michael Mulligan

    We support dozens of web sites and the ability to add an email requester to an organization based on the support email address they've sent their request to would be incredibly helpful.

  • Paul

    Very much echoing the above our main interest would be to give a user an organisation based on the email address that their request comes in on.  This would allow us to direct and order the enquiry in the best way.  Right now we have to manually select an organisation based on where the email comes from.

    As a secondary feature we also use custom fields in an organisation to populate fields within a macro. 

    This gives us the benefit of having one macro that can populate fields based on the organisation (and what we have in those organisation custom fields- which are different company names, website and phone number )  One such macro is the agent signature.  We have one signature macro that signs off based on the organisation on the end user file.  

    Any questions around this please let me know as it would be great to have this feature saving us repeating what is currently a manual task. 

  • Michael Mulligan

    We support dozens of web sites and the ability to add an email requester to an organization based on the support email address they've sent their request to would be incredibly helpful.

    Many of these web site are consumer facing rather than client facing so the ability to add a requester by their own email domain is not an option however, if they email into our support address for a specific web site we need to be able to add them to that specific org.

  • Erin the mentor

    Hi all,

    I'm curious to hear your use cases. What do organizations represent in each of your Zendesks? Why do you need to change the organization on a ticket? I'd love to hear more about this.


  • Jane Sun

    Please please add this feature. Our team use ZD as internal ticketing system. Employees (past and present) and new hires will send in tickets with regards to their questions. It will help out our data collection to be so much cleaner if we can set organization from a trigger. 

  • Paul

    We still really need this feature as this is a consistent manual task for us. 

    The email channel dictates where the customer found us and in particular for us dictates their geographical area.  Their geographical area dictates their pricing. 

    We would use this feature to instantly assign an organisation to depending on where they sent the email. 

    We also run lists based off of organisation.  I will not hide that as this is currently a manual task that sometimes the organisation is missed which leaves people out of our mailchimp lists and can also result in miscommunication around pricing due to the channel they used. 

  • Permanently deleted user

    We also would very much like to be able to set the Requester:Organization based on triggers. Currently, requesters can only be tied to organizations based on their email domain. However, many of our organizations have branded help centers. The requesters that submit tickets through a branded help center do not always have email addresses with the domain of that organization, but those requesters' tickets should still be part of that organization.

    We would like to be able to setup a trigger that adds a requester to a organization if they submit a ticket through a specific brand. Currently this is not possible and there does not appear to be a way to automate this functionality.

  • Winston Price

    For my use case, I have a tool that monitors resources for all of my customers.  When it sends an alert, it always comes from the same email address, no matter what the customer is, rendering setting the organization by email impossible. 

    So, to have the ticket listed under the proper organization we need to be able to set up a trigger to associate a ticket to an organization by having the requester be an end user (the user I set up with the email address for the generic user), then use the customer name from the subject line, to set the organization for the specific customer.  

    This is currently not possible because 1) a Requester can be an end user (what?!), and 2) there is no way to set the organization with the current trigger rules.

  • Peter Hochstrasser

    Yes, I concur, this is badly needed.

    Would really make manual work unnecessary in our case.



    • We have a customer1 who uses our application on ...
    • systems operated by a third party who also operates systems for other customers.

    The employees of the third party are serving several of our customers.

    They have their own company as the primary organization, as well as all of the customer's organizations as additional organizations. 

    They send their tickets to customer1.support@ourdomain.com. So, we know perfectly which organization to attribute the ticket to. However, Zendesk prevents this by insisting without offering a bypass that the ticket has to be associated with the third party's organization. Hmppf.

    Neither triggers, nor automations nor macros are able to help here. A real pity.

    Thanks for listening!

  • Melanie Hobman

    Thanks James, your solution for the HTTP target works perfectly.


  • Melanie Hobman

    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.



  • Abed Islam


    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.


  • Peter Hochstrasser

    Michael Plaster


    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.


    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


  • Jonathan Perel

    Another important feature which Zendesk won't implement.

  • Charlie T

    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

    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

    +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

    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.

  • Damien Messé

    It's absurd that it's still not possible to automatically add users in organisation using triggers.

    Basic condition...

    Let's say I want to add French customer in FR organisation based on their language.

    This is currently not possible...

    I have to create a http target or something else...

  • Sebastian

    A trigger that can have email addresses as condition could help us as well.

    But the worst thing so far is that unexpectedly it does not even work out of the box to add users to an organization based on their email domain.

    For example, for requests from a certain government organization, we know the domain name. But we don't know who will contact us. So we setup an organization that will add all end users creating a ticket with us and having this TLD to this organization.

    However, we had to learn that this does only work for authenticated zendesk accounts. Which makes this functionality useless for us. Agencies do not use contact forms, they write an email. They can't be verified if the person writing to us just wrote an email. And we can't handle such a request special when it can't be recognized because it was not added to the organization.

    That's a rather big flaw and counter intuitive. Customers should be able to decide on their own if they want to trust adding someone to an organization based on a TLD, even when unverified.

  • Peter Hochstrasser

    Anyone wants to bet on how many more birthdays this request will receive in the comments?

    10 would be nice, but I think that's just too quick to really hope for.

    BTW: is the "official commenter" above still with Zendesk?
    It seems impossible to @mention him.

  • Brendan Foley

    More importantly, why can you NOT do this? What is the reason Zendesk is restricting this access?  

    There are an absurd number of places we must write, call, and host scripts because Zendesk doesn't have a basic option built in along side other basic options in Triggers and automations in particular.  


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