Select the correct organisation

Feature requests Completed Features
1

Title: use the right organisation, when selecting it

  1. What is your original issue/pain point you want to solve?
    Zammad should use the right organisation, when selecting it.

  2. Which are one or two concrete situations where this problem hurts the most?
    When creating a new ticket

  3. Why is it not solvable with the Zammad standard?
    Zammad uses the primary organisation, when selecting a customer

  4. What is your expectation/what do you want to achieve?
    Zammad should use the right organisation, when selecting the organisation

If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).

Your Zammad environment:

  • Average concurrent agent count: 10
  • Average tickets a day: 25
  • What roles/people are involved: profesional service it technician, sales people and customers

Anything else which you think is useful to understand your use case:
when creating a new ticket for a customer (which is in two organisation) i search for the secondary organisation. When clicking on it, the customer can be choosen. But Zammad uses the primary organisation of the customer. We have to do an extra click to assign the ticket to the right organisation

kind regards
Basti

2

I cannot follow. This doesn‘t sound like a feature request.

Where is the main organization set exactly, while it should be the secondary?

3

ok, I will explain it step by step

  1. create an organization (org1)
  2. then create a second organization (org2)
  3. create a customer (customer1)
  4. set org1 as primary organization and org2 as secondary organization

now create a new ticket and type org2 as customer, click on org2 and customer1 will be shown. When you select customer1 the organization field pops up and is set to org1.

But I want Zammad to automatically set org2, when searching for it.

I hope I could explained it clearly.
If you have any further questions, please let me know.

4

I think this is already different in the new desktop view. Here the organization is prefilled, below the user was selected.

(But I did not verify it again, need to check it :-D)

5

Yes, shortly verified it, in the new desktop view, we are doing it in the way like you described.

2 Likes
6

sorry, I didn’t mentioned that we are still using Zammad 6.5.4.

Thanks a lot for testing and verifying the behaviour in Zammad 7.0.x
I think we have to update our test environment and then production to use the new “feature”

7

Only to be clear, the new desktop-view means not 7.0.x :slight_smile: (for sure in the background it’s already present)

8

oh yeah, you are absolutely right. I just tested it with our 6.5 instance and this looks really nice. Multi Tab feature. My colleagues will love this.
Buttons for formatting (no need to remember all the keyboard shortcuts).
I can also confirm, that my feature request is already implemented in the new desktop view.

a big thanks to the whole Zammad team. keep up the great work.

9

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