On a inbox ticket form there can be a default field Organization which can optionally be added to the form and visible to the users who submits a ticket using this inbox ticket form.
The Organization field is a multi-purpose field:
- It can be used to track from what end-customer the ticket origins
- It can be used to track from what department the ticket origins
- It can be used to track from what team the ticket origins
The Organization field is also available as a standard analytical field on the Dashboard, making it easy to track as a part of your statistics and KPIs.
Customer Support submits tickets to the Product & Engineering teams, where the Organization field is used to record the company name of the end-customer impacted.