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Changeable Organizations via Trigger or Automation
Posted Sep 07, 2023
Post Title:
Ability to change organization on a ticket via Trigger or Automation
Feature Request Summary:
When users have multiple organizations and have access to multiple brands, they sometimes forget to change their organization on a ticket via webform. Having the ability to change, via trigger, the organization based on a "brand" condition match would help alleviate manual intervention by agents.
Description/Use Cases:
Requester is part of 2 organizations (customer service department, division1). They manage the customer service department, however they also perform operational tasks that require the ability to submit tickets regarding division1. They require the ability to view tickets for both organizations. The Requester visits Brand 1 (division1) guide and forgets, or skips over the organization drop down in the web form and the request is submitted with the "Customer Service Dept" organization as that is their default. The ticket is now showing under the wrong organization and the fellow divison1 organization members cant see this ticket and submit a duplicate, or a delayed service response as the incorrect SLA was applied.
Having a trigger that automatically changes the organization based on the incoming request brand would be helpful to solve the issue of misrouted organization tickets so they are viewable by all of the correct organization members.
Business impact of limitation or missing feature:
This is important as we have many customers part of multiple organizations because of internal routing, SLA, and ticket visibility. We would be able to better serve our customers, and also prevent duplicate tickets and service delays.
5
6 comments
Sara R. Smith
To add to John's request. We have system generated alerts being sent from our alerting email that create support tickets under our company's alert email. The email body contains the specific details (customer/organization/location) the alert is being sent for.
Being able to set a trigger/automation saying:
- Requester email IS [alert@mycompany.com]
and
- Comment text CONTAINS PHRASE [XYZ Organization]
Action
- Ticket Organization\Requester IS [XYZ Organization\Name]
If there is an outage alert that affects multiple customers, all the tickets get created under My Company and XYZ Organization's SLAs do not trigger.
2
Shawna James
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Stephen Keogh
Shawna James has this been given any priority?? Seems like a significant gap to not have automations without an associated ticket.
Our use case, we have statuses where a customer may be limited from entering tickets via our web portal and this is driven off tags on an organization. I.E. a subscription has expired.
To update the status of the customer we would need an automation to check if the renewal date has passed and change the status of a customer based on that.
0
Shawna James
Hey Stephen thanks so much for your question and for sharing your use case. As I mentioned above, the feedback here has been logged and reviewed. I have also reached out to a PM to provide an update when they are next able.
We've been seeing a lot of questions about feature prioritization in our community and I want to take a moment to reference the section about PM responsiveness and feature prioritization in our guidelines for the Community and Product Feedback. "Our Product Managers dedicate time each week in the community to read your comments, answer your questions, ask you questions about your feedback, and lead conversations around areas they’re focused on. That said, we simply can't respond to everything. (Remember what we said about hundreds of post per month? ...yeah. There just aren’t enough hours in the day!) Zendesk team members may engage in conversations, ask follow-up questions, or even start threads on topics they’re exploring. If your post or comment doesn’t receive a response, don’t worry. We’ve seen it, and we’ll let you know if and when we have any updates to share. Posts are not guaranteed a response, or inclusion in any product backlogs or roadmaps. This forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system." Sharing this as a reminder to avoid confusion and make sure we're on the same page! We appreciate your understanding.
Thank you for continuing to engage in this space and provide us with your valuable feedback. We look forward to having an update here when we are next able!
0
Joel Cohen
Hi John - PM for Triggers and Automations here.
Thanks for the post and thanks for providing this feedback! This is a great feature request and I will be putting this on our backlog. We will have to research this so I can't give you a concrete timeline right now but know that we are taking a look and will be putting this on our roadmap at some point.
Appreciate all the feedback and please keep it coming!
0
James Peterson - Eastern Logic
Hi John Winters ,
I know that this post was created quite some time ago and that you were looking for Zendesk to add this action into the triggers, but I wanted to respond here with a fairly simple workaround. By using Zendesk webhooks, you can create a workflow that does allow you to change the organization via trigger. It is a pretty common use case, to use webhooks to extend Zendesk workflows. In order to help you and others that may come across this post, I have written up a step-by-step guide for configuring this type of webhook. You can view it here on our Help Centre. Hope it helps!
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