Thank you for reaching out to Atlassian Community!
The Organization field is based on what customers select when they create a ticket. They can select an organization but also create a private ticket.
How are they creating the ticket (via email or portal)?
It’s possible to select for tickets to be automatically shared. Please, go to Cog icon > Products > Configuration.
On this page, you will see the options below.
If you select “Yes”, the “Share with” field in the portal will show by default the Organization, but it won’t prevent the customer to select “Private”. Also, tickets created via email will be shared with the Org, but only if the customer belongs to only one Org.
Another workaround is to create an automation to edit the field after the ticket is created.
Hope this helps!
If you have any other questions regarding this matter, please let us know.
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