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Trigger to change organisation
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Publicado 18 may 2023
Hi all
I am looking at running our orders through Zendesk, we have a platform that customers use to send orders but it doesn't come from the customer's domain.
It has the customer's name in the body of the email and I am looking at a way to change the organization on the ticket, I cant find a trigger to do this.
Is this even possible?
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4 comentarios
Oficial
Bailey Whitaker-Lea
Hi Zac Stanger
Are you saying the ticket in Zendesk ends up containing the customer name? We don't currently have a trigger condition for the ticket's description, but I will add that to our product feedback tool for future prioritization!
In the meantime, do you have a way to reformat the emails being sent to have the customer name in the subject? We currently have a trigger condition that covers 'subject text contains...'.
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Garrett Baserman
Hi there,
We're facing a similar issue. We need to create tickets based on emails coming from AWS/SNS - which does not use the Customers' domain. We do have Customer name as part of the subject - but cannot determine how to change the Organization with a Macro, Trigger or Automation.
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Gabriel Manlapig
Hi Garrett,
At the moment, Triggers, Automations, and Macros do not offer an option to set an Organization directly. However, we do have a feature called "User Mapping" that can automatically add users to an organization based on their email domain when they submit a request for the first time or register.
I've taken a look and found that other users are discussing similar needs here:
Ability to set Requester:Organization from Triggers
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
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James Peterson - Eastern Logic
Hi there,
Just wanted to jump in here and mention that there is a workaround to be able to set organization via trigger. There are a couple write-ups floating around the web and in the comments of various posts. We have also provided a step-by-step guide for setting up the workflow in our Help Centre here.
Cheers ~
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