SM

James Peterson - Eastern Logic The article you linked to was great.
I am wondering if you know if how to use this same approach and map an unknown user to an existing org using custom user and org fields?

Use case:

An organization exists in Zendesk with a custom org field (account number)
An unknown end user contacts support (email, web from, messaging) we ask for custom user field (account number)
If the ticket is created and there is no Org associated can we set up a similar trigger using a webhook that looks up the account number and associates the user to the org?

If this is not possible using triggers/webhooks do you know of another way to do a lookup and associate? Perhaps using the API?

Thanks in advance for any help you can offer.

I agree that this is a really big shame to even be having this conversation.

I remember 10 years ago the ability to add a comment and comment type was an available action in triggers and automations. - That was taken away from us.

The option available then was to start using webhooks as a workaround, this allowed so many options and was a great option. This has now been taken away.

And now a basic function like adding an internal note is only available with the Advanced AI add on. I am not sure how this is even considered an AI functionality, this is a workflow configuration. “If this do this”.  We don't need AI to read or generate anything. This is simply ridiculous and not a good move. 

Please give us the ability back to update tickets using webhooks, and the ability to add an internal note as an action in triggers.