Winston Price

James, thanks for the response.  This seems plausible with one exception: I don't see any action under Triggers where Organization can be set.  Are you seeing this on your end too?

Best regards,

Winston Price

For my use case, I have a tool that monitors resources for all of my customers.  When it sends an alert, it always comes from the same email address, no matter what the customer is, rendering setting the organization by email impossible. 

So, to have the ticket listed under the proper organization we need to be able to set up a trigger to associate a ticket to an organization by having the requester be an end user (the user I set up with the email address for the generic user), then use the customer name from the subject line, to set the organization for the specific customer.  

This is currently not possible because 1) a Requester can be an end user (what?!), and 2) there is no way to set the organization with the current trigger rules.

Upvoted.

This is what I consider to be the Achilles Heel of Zendesk, as my organization is contractually obligated to reply back to customers in specific timeframes for specific priorities.  If these can't be set properly, they are completely useless to us.  This is actually a black and white scenario.

I consider this to be a major design flaw for SLAs and will have to ignore them until this is fixed.  The option to either set by hours or minutes, or to accept non whole integers (0.25 for 15 minutes, for example) are both acceptable solutions for this issue.  As Mr. Novak mentions above, this would be a reason for us to start looking for other help desk providers.

Regards,

Winston Price