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I would like to be able to sort my tickets by requester department (e.g., sales, production, packaging, etc) either via a custom ticket field or a custom customer field. I also don’t want to require the requester to have to set their own department when submitting a ticket via the portal. I want that to happen automatically somehow.

Am I able to set up requester groups to enable this sort of functionality or how would I accomplish this? What I’ve done so far is created a custom ticket field of “department” and created a few automations to automatically apply a department to incoming tickets depending on the requester email address but that will be difficult to manage in the long term. 

I think I figured something out that works for me:

  1. Created a custom customer drop-down field called Department.
  2. Created a custom ticket drop-down field called Department.
  3. Assigned each contact to a department.
  4. Created an automation rule for each department to set the ticket department field to the contact’s department. (i.e., when ticket is created, if contact department field is “sales”, set ticket department field to “sales”)

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