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Ability to set Requester:Organization from Triggers

Related products:Support

Forum|Forum|10 years ago
June 16, 2015
52 replies
63 views

Owen13

When a customer emails in for the first time, it would be really useful to have a Trigger set the "Requester:Organization"...With multiple email addresses configured in ZD, this gives me the ability to automatically associate an end-user to an Organization based on where they sent their email to.

I can create a custom field and have that set, but I can't set the Requester's Organization....making the built-in Organization field useless to me.

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SM69
Forum|Forum|1 year ago
February 20, 2025

@james57 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.