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Mary Thomasson

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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Latest activity by Mary Thomasson

Mary Thomasson commented,

Community comment Feedback - Ticketing system (Support)

Please make all columns functional as sort options and at least add 'Organization' to the tickets view.  Configuration would be even better.

View comment · Posted Jul 03, 2018 · Mary Thomasson

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Mary Thomasson commented,

Community comment Feedback - Ticketing system (Support)

We need this because of the way Organizations are mapped with Accounts in Salesforce, by Account Name.  If an Account Name is changed in Salesforce, a new Organization is created in ZD and all of the previous ticket history remains on the old Org.  If I don't catch the change before a ticket closes on the new Org, we're stuck with it.  I don't want to delete the unusable Org because it messes up reporting and makes tickets harder to find. My workaround is to re-name whichever Org has the fewest closed tickets to "DO NOT USE [Company Name]", add notes stating why the Org should not be used, move all users, tags, etc, to the correct Org, and make sure that the correct Org is hooked up with SF going forward.  It's not a trivial process. If we are doing this wrong and it's possible to have the Organization name update concurrently with the Account instead of creating a new one, that will solve our problem going forward, but still leaves me with a healthy handful of "DO NOT USE" Organizations that need to be merged.

View comment · Posted Jan 24, 2018 · Mary Thomasson

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