Hi Amie,

Many thanks for coming back to me so promptly - much appreciated. Before responding I should, perhaps, provide the wider context of this post into the Support feedback forum...namely https://support.zendesk.com/hc/en-us/community/posts/204625618-Add-custom-Organisation-Fields-to-Tickets and community moderator Devan's https://support.zendesk.com/hc/en-us/profiles/379574987874-Devan response to it viz...

Hello Raman Kalia & Gary Donoghue,

These are phenomenal posts from both of you that breakdown your use cases perfectly. I'm going to be passing this along to our product managers, but I can't stress enough that sharing this in our product feedback forum would be helpful for other users and our product team. It is where we keep conversations on topics like this and often where our PMs look for use cases from the community.

In your response you mention the relationship between organisations and users which I am clear about (as ZD allows organisations to be defined (based on domain name(s)) and users then connected to that organisation. A user can then be connected to a ticket via various means, the ultimate reference being the 'requester' - so, yes, the dots are connected...but perhaps, to push the analogy a bit further, they are just a little faint than I would expect or prefer them to be.

The main point of my contribution in this discussion on the original forum posting was that there is valuable OTHER data contained/stored within an organisation (and a user for that matter) that would be useful to see appear within a ticket itself. I cite an example of our own...the 'release level' of our software a specific customer is using. This is useful information we like to store on a ticket yet it is NOT presently possible for me to do this via the relationship the requester (user) has to an organisation (he/she belongs to) and the 'release level' field stored for that organisation. Each time a ticket is created we have to check the value of the Release level field in Organisation to make sure it is transposed onto the denormalised Release level field within a ticket.

So while the underlying architecture of Organisation-<User-<Ticket does exist (though there is no ability on the standard dashboard to open up a list of Organisation and/or Users - separate issue) it is the lack of interaction of fields (i.e. useful data) from the Organisation/User into tickets that is the main concern. A normal relational system should, I feel (and others agree - see the forum) provide this capability...i.e. to allow ticket fields to be defined from Organisations/Users (if present) where the key data for each is connected to a ticket: respectively the ZD ticket customer and ticket requester.

I hope this helps clarify the requirement further and also provide some wider context.

Kindest Regards

Gary Donoghue