Doug Clardy

We have a field “Category” that is automatically being filled in for many of our tickets. Specifically many tickets that are automated notifications that are set to close. But also occurs on regular helpdesk tickets. They are receiving a category that does not belong to the tickets. 

The Trigger listed below does not have any action regarding to Category, how can I determine how the field Category is set so we can get rid of so many tickets that incorrectly have a “sales” category?

Thanks for commenting Marilou!  Hope this request gains traction sometime. 

For us it is just the time to create Zendesk contact profiles, our procedures often have us needing to CC in an account administrator from our own software, in which case we have to create a user in Zendesk. Account admins for our software change, so pre-loading a list won't keep Zendesk updated over time. Lots of one-off user creations. 

Benjamin Kirsch What was the design reason to force the creation of a user profile prior to adding them to CC?

Agreed, this has been an annoyance of ours as well while we frequently interact with users that are not added in the system from our web forms. We just want to send a email, they don't need a Zendesk account. If Zendesk insists on a contact, it should be automatic from the CC'd email.