We have CSMs who will create a support ticket on behalf of a customer, by just submitting an email with the customer name, unique ID, and then the issue.
When the ticket comes to zendesk - it looks at the CSM's email address and tries to associate the ticket to our org rather than to the customer's. I don't want to change the requestor to a customer, because sometimes we just do things in the background and don't want the customer to know. At the same time it is important to be able to tag it to the correct customer for analytics purposes.
it would be great to build a trigger that can assign a ticket to the account automatically by reading the email and using the customer name or unique ID.