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Departments within Organization that can be created & edited by customers
Posted Jan 18, 2024
A customer has requested the ability to add departments for their organization and allow it to work similar to agents in the Agent workspace. This function would be created and maintained primarily by the customer.
Example: A customer has a infrastructure team that should be included on all tickets related to that section. The desired function would allow for the customer to assign a ticket to that group within their organization or a specific individual on that team. this would allow for better collaboration on the customer side on tickets and reduce lag in response times.
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Shawna James
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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Tyler Guzi
TITLE: Customer controlled & assigned groups/departments
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
A customer has requested the ability to add departments for their organization and allow it to work similar to agents in the Agent workspace. This function would be created and maintained primarily by the customer.
What problem do you see this solving? (1-2 sentences)
A customer has a infrastructure team that should be included on all tickets related to that section. The desired function would allow for the customer to assign a ticket to that group within their organization or a specific individual on that team. this would allow for better collaboration on the customer side on tickets and reduce lag in response times.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is likely a lower use case but as more high dollar & more complex end user organizations come online, it will be come a more common ask. They may want to better manage tickets on their end and reduce the gap in communications as users within their organization take time off or leave the organization
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Potentially, cc's can be used to add other users but it does not assist in identifying the primary contact on the customer side it that person is someone other than the requester.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
An admin user on from the End User Organization would have the ability to add/manage groups similar to the Agent group functionality. This would allow for Organizations who want to stay more on top of their requests to do so.
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Shawna James
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James Hanley
Hey Tyler,
James here from the Zendesk product team, thanks very much for your feedback.
I'm curious if the Organization Subscriptions feature is going to get you a lot of the way here?
It doesn't have the ability for a designated end user to opt-in other members of their organization, but it does allow for an update on a ticket to reach all members of the organization.
I hope this helps.
James
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