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3rd Party works for several Organizations.. How to i make sure their tickets are assigned to the right one?
Posted Oct 17, 2022
Hi All,
Its my first post in here and I'm only 2 months into using Zendesk.. Please be nice ;) Overall i've been impressed but the more i use it there are issues i haven't got to the bottom off.
Here is my first.
Our company works with many clients.. I am in the process of setting these up as Organizations.
Each Organization can have several users with the same domain.. Thats all working fine.
When a 3rd party ,SEO company, Marketing bods or the like, email in tickets.. this works if they are only working for 1 organizations because I can add them to that.
The problem arises when i have a 3rd party working for several.
I could add there user account to each organization but how do I make sure that the tickets are assigned to the correct Org ?
Has anyone got a solution to this?. I haven't seen anywhere that I can assign the actual ticket to the correct org...
Help please.
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5 comments
Lou
Jonathan Lunt
We have a similar situation. Unfortunately, Zendesk will always assign to the default organization. You set this at the user level. Maybe someone else will chime in with some code or something that can do it, since I've been looking for a way to do this for years.
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Jonathan Lunt
Lou
Many thanks for the quick response..
That's a shame that this isn't a built in function.
I'll wait for others contributions before hashing something that might work..
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Lou
You can certainly do something via API, and we do that, but as far as a customer emailing you, I don't know of a way.
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Sascha Korinth
We also have a similar challenge that in our Zendesk instance end users are sometimes active in several companies and write emails / tickets.
Company A is a so-called ‘priority partner’ and company B is not. I can assign both organisations to this user and set company A as the default organisation, but this has no effect on ticket creation.
In some cases, the ticket is still assigned to company B, which means that these tickets do not inherit the keywords for prioritised handling.
As a user, I would like the ticket to be assigned to the organisation that was set as the default organisation.
In addition, I would like the ticket to inherit the keywords from all organisations to which the end user is assigned. Otherwise, I do not understand the principle of why a user can be in several organisations, but does not inherit the characteristics of all organisations.
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Sascha Korinth
I have to correct my statement. There seems to be a slight delay of up to half an hour if you change the default organisation. Now the correct default organisation is assigned.
It would still be desirable for the ticket to inherit all keywords from all organisations if the end user exists in several organisations.
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