Hey!
When a user updates an organization or user on a ticket, the tags from the user or org do not get applied until after you press submit. The tags should appear, and any pre-filled forms should be set when the requester is updated, or if the requester lives on multiple orgs, when the org is changed on the ticket.
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like the ability for tags to be set, from a user or org, when initial creating a ticket.
What problem do you see this solving? (1-2 sentences)
We rely on tags/fields when a ticket is generated. We have important work flows that trigger when a tag from an org is applied to a ticket. Right now, these only happen affter ticket creation, but should happen as soon as the requester, or org is changed on a ticket.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every day
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We are not enforcing org requirements on all tickets. If we could, we would ensure all SLOs are met.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally, when I create a new ticket, the data should flow to the ticket form from the user and organization.
I want to point you in the direction of our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template so we can better, and more holistically, understand your use case.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the the comments below. Thank you again!