Using the Organization field

Learn how to use the Organization field

The Organization field can optionally be added to a Form and be visible to the users who submits a ticket.

The Organization field is available as a standard analytical field on the Dashboard, making it easy to track as a part of your statistics and KPIs. It is also visible on all ticket views in Slack and on the Web, as well as a filtering option.

The Organization field is a multi-purpose field that can help you with:

• Tracking from what end-customer the ticket origins from.

• Tracking from what department the ticket origins

• Tracking from what team the ticket origins

Changing to a selection list

The Organization field can be changed from a single-line text field to a single-selection field. This enables you to manage the values which can be selected, maintaining consistency across submitted tickets.

To change the Organization field:

1. Open Manage fields

2. Edit the Organization field

3. Change the Field type

4. Add the values of your choice to the Organization field.

5. Save

Example use case:

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.