Not able to remove a customer from an organization

Sushant Pandey_1bsy3x

Context :

We have a customer with its email added to two different organizations, for sake of e.g. we call them OrgA and Org B

 

What we did, is to remove the email from OrgB, because we do not want this customer to be creating service tickets attached to OrgB.

 

We then asked that customer to send email to support channel in order to open a test ticket.

 

Expected behaviour

We expected to see new ticket to be in OrgA only.

 

Actual behaviour

Ticket got opened in OrgB and customer got automatically added to Org B.

 

Why is this happening despite us removing the customer from OrgB?

 

The only workaround we could come to is to delete the entire Org and recreate without that customer in that org - this is not an acceptable way to handle this when there is an option to remove the customer from an org

 

Ivan Lima

Hi @Sushant Pandey, this is odd. Organizations don't get assigned automatically by default—unless your global configuration is set to "new requests automatically be shared with a customer's organization," but even though it shouldn't assign to an organization the customer doesn't belong to. I've seen a similar scenario where automation assigned organizations based on the email domain. Have you checked if any automation could be assigning it to the ticket?