We are using Desk and right now around 75% of new ticket created arent not assign to the Account name (customer).

I have a custom function that make sure that all the users who open a ticket are assign the customer so this is working. But even if the persone opening the ticket for example.

So if the contact John Smith that is assign to company123 open a ticket the ticket will not be set to the proper Account Name it will remain blank. 

So this is caussing issue as I was to track time entry for each Customer so we can do proper billing. 

My question is how is this maping supose to be done. I want to understand to see if i need to make a custom function to map this or is this supose to be done automaticly and how.

Thanks for your time.