John Winters

Post Title: 

Ability to change organization on a ticket via Trigger or Automation

Feature Request Summary: 

When users have multiple organizations and have access to multiple brands, they sometimes forget to change their organization on a ticket via webform. Having the ability to change, via trigger, the organization based on a "brand" condition match would help alleviate manual intervention by agents.

Description/Use Cases: 

Requester is part of 2 organizations (customer service department, division1). They manage the customer service department, however they also perform operational tasks that require the ability to submit tickets regarding division1. They require the ability to view tickets for both organizations. The Requester visits Brand 1 (division1) guide and forgets, or skips over the organization drop down in the web form and the request is submitted with the "Customer Service Dept" organization as that is their default. The ticket is now showing under the wrong organization and the fellow divison1 organization members cant see this ticket and submit a duplicate, or a delayed service response as the incorrect SLA was applied.

Having a trigger that automatically changes the organization based on the incoming request brand would be helpful to solve the issue of misrouted organization tickets so they are viewable by all of the correct organization members.

Business impact of limitation or missing feature:

This is important as we have many customers part of multiple organizations because of internal routing, SLA, and ticket visibility. We would be able to better serve our customers, and also prevent duplicate tickets and service delays.