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Need a way to change the organization



Posted Jan 06, 2024

There needs to be a way to change the organization a ticket belongs to. It's very common for people to create tickets on behalf of the customers, for many reasons. We then need to be able to select the correct organization the ticket belongs to. It's a very standard option for ticketing systems, why can't Zendesk behave in the same manner?

Zendesk really needs to get away from having the system based on customers versus organizations. It makes things incredibly difficult all around. Any support system should be based on organizations, not individual people.


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3 comments

Hello,

If you add the ticket requester to the desired organization, then you can update which org the ticket is related to.

 

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Shawna James

Community Product Feedback Specialist

Hello there, thank you for taking the time to provide us with your feedback and Chris for your offer of a workaround. This has been logged for our PM team to review.
 
For future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Adding the requester to the organization is a great idea, but doesn't cover the most common case in our company. Our sales reps frequently forward messages from their various customers to our support ticket system. In these cases, the rep is the requestor, so adding them to all of the organizations of the customers in their territory won't help. What we need is a way to assign the ticket to an organization rather than a user. 

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