Forums/Community/Product Feedback

PlannedDoneNot planned

Users can belong to multiple Organizations

Goble Administrator
suggested this on October 16, 2008 16:44

I would like for anyone, even those that are not Agents, to be able to belong to multiple organizations.  This would allow me to (at a minimum) assign members of certain organizations, such as Creative, Sales, Production, etc., to a Disaster Recovery organization.  Then, I could give them access to a Disaster Recovery Forum, which contains more sensitive discussions and resources.

 

Comments

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Leslie Fuentes
hampton

Yes, I would like to also know when this feature might be available.  We need users to be able to join multiple organizations and access to multiple forums.  We often have employees that work in two departments, for instance job 1 is their full time job i.e. accounting and then they might work part time in a community center teaching swimming lessons on the weekends or something. We have volunteers that support multiple departments too. 

January 04, 2011 09:46
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Maksim Ovsyannikov

Hello everyone, we are targeting to release this enhancement in the first half of 2011.  Thanks for all the feedback!

January 04, 2011 14:25
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Carlisia Campos

Ow... awesome! It is going to solve such a headache for me!

January 04, 2011 14:31
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Rylee Keys

Great! Thank you! Could you update this forum when you have an expected release date and when it has been deployed?

Thanks! :)

January 04, 2011 14:35
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Maksim Ovsyannikov

Absolutely!

January 04, 2011 14:42
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Dennis Kittrell
actualmetrics

Thanks for the update!!

January 04, 2011 15:02
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Michael Novotny

This would totally make our company's day!  We have 8 days left on our trial and this is the one feature that we have found a significant hole with.  We absolutely need this feature to manage support for our products!

We appreciate the update and we don't want to back you guys into a corner on a definitive release date, but how sure are you this will happen in 1H 2011?  Until then, we'll have to place the burden on our users to manage multiple logins if they purchase multiple products from us and that's not cool from a business / client perspective.

January 05, 2011 11:02
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Nichola Lapierre
momentfactory

+1...

January 12, 2011 08:30
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Nichola Lapierre
momentfactory

That will give the opportunity for Projects managers to follow multiples client's tickets...

January 12, 2011 08:39
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Stephen Bell
Project C Beta Testers

+1    We need to be able to limit access to our Forums for paying clients only...... so we need to be able to link a client to 2 organisations. 

1) the first is their actual organisation so we can report on their requests etc via Gooddata

2) the second is to add them to a  "client group"  and then link this client group to the client forums....

Hope that makes sense

February 18, 2011 20:50
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Chris Rault

Seems like theres already been a lot said on this one, but I just wanted to chime in with my 5 cents. From what i can tell there are 2 scenarios here.

The first is being able to link a user to multiple organizations, which seems pretty logical. The second issue though, is users that are wanting to limit access to specific categories in the forum or knowledge base.

This is the one that hits home for us, as our subscriptions and support offerings are based around giving a user access to specific categories on the forum.

For example, user signs up for Starter Package, which gives them access to all our framework specific documentation, forum categories, etc. Included in the bundle is a theme of their choice, so based on their selection, they'd additionally have access to all the theme specific documentation and forum category.

What it really comes down to is having fine grained control over who sees what. This could be achieved by adding the ability to create custom groups, that you can then use to choose who sees what. The basic work flow to add a new group would be to give the group a name, select which forum & knowledge base categories members in that group would have access to, as well as whether they are allowed to submit tickets.

To me, using Organizations to achieve this level of control is more of a hack approach - kinda using a spanner to hit a nail in. It'll probably "do the trick", but it definitely aint using the right tool for the job. 

Cheers,
Chris

February 21, 2011 00:06
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David Goldberg
Callidus Software, Inc

Can we have an ETA for this?  We are attempting to roll out ZenDesk right now, and have many many instances where one of our consultants are working on projects for multiple customers.  This would make it much easier for us to make case information available to our customer for the projects that our consultants and partners are working on.

 

Thanks,

David

February 22, 2011 13:42
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tlkerchk
U.S. EPA Office of Water

Just to give another use case:

Our office supports 4 organizations, and thos organizations are supported by contractors.   In some cases, the same contractor does work for multiple organizations.  The people in the 4 organizations want to see all tickets submitted by their contractors, but I don't have a way of doing this if the contractor services multiple organizations.  In other words:

Contractor 1 support Office A and Office B.  A wants to see all tickets submitted by contractor 1, but only the tickets that are submitted on behalf of A.  B also wants to see all tickets submitted by contractor 1, but only tickets submitted on behalf of B.  The only way to do this is making the contractor 1 a member of both Office A & B. 

And Another Case:

There are 4 organizations that submit tickets.  There is a management group made up of one person from each of the 4 organizations.  The managers want to see tickets from their individual organizations (but not each others organizations), but then they also want to have a forum that is only available to the managers.  The only way to do this is to put the Managers in a group with their organization so they can see all of their organization's tickets, but then put them in a separate group with each other so that they can have a forum for discussing topics among themselves that they don't want everyone to see. 

March 02, 2011 16:29
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Trey White

PLEASE!

Need this feature VERY much, have some customers that are also partners, so need to be able to allow them to view things via this particular permission and association

March 07, 2011 14:18
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Theme Force - Noel

Think we can write this off tbh :/

March 07, 2011 14:20
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Michael Powell

Any update on this? This seems to be a feature that alot of folks are asking for and so far ZenDesk is unable to give targeted release date. I assume from Maksim's post on 1/4/11 that we can expect to see this in the next 3 months.

March 22, 2011 13:56
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David Goldberg
Callidus Software, Inc

Is there an ETA for this feature, I am about to go live on Zendesk, and this would make it so much easier for our consultants if we could assign them to more than one organization...

March 28, 2011 12:44
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Christine Bhatkar
NHR

We really need this as well

March 29, 2011 13:29
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Chris Ames

I can't wait for this one!

April 06, 2011 21:30
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Pete
kickserv

Last we from Zendesk on this issue (or idea) was July 2010 from Jake?  I see you have marked it planned, but what is the ETA now? I have customers that are for certain in multiple Org's and this skews my reports or I have to do them by hand.

Thanks

April 07, 2011 15:25
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Jake Holman
Product Manager

While this feature did indeed have an implementation plan put together, the actual production of it unfortunately got derailed by some slightly higher priority projects which involved a lapse in engineering resources. 

I'll be sure to update this topic once I know everything is back on track, I don't want to be too hasty in promising something as we may have been before. 

April 08, 2011 10:10
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David Goldberg
Callidus Software, Inc

Ugh, I hope this is coming soon.  My implementation is hinging on this being available soon.

April 08, 2011 13:39
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TJ Baker
joomlashack

Thanks for the update Jake.

Does it still look like it *might be the first half of 2011, as Maksim originally posted?

We're in our trial period, and this is a must for our needs.  Everything else about the system is a perfect fit ... just need this one feature to allow us to justify the expense.

Thanks Zendesk!

April 11, 2011 09:21
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Jonathan Pauli

Yeah, I'll be canceling my trial and using Best Practical's Request Tracker if this feature isn't available. Its sad because I was very excited and willing to pay for this product, but RT has this flexibility and much more. 

April 21, 2011 21:09
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Jonathan Pauli

Wow this feature has been on the list for 3 years now?! I guess I won't hold my breath!!

April 21, 2011 21:10
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Dearg O'Bartuin
@jake Really disappointing news to hear. Of all of the use cases presented, the agreement by Zendesk those cases are valid and relevant yet three years on we are no closer to a resolution. The number 1 restriction i have with my customers and their users is they purchase multiple products each with its own level of support and access to forums. At present we can not execute a real restriction on support because of the lack of multiple organisation creation. We may have the same client with multiple users purchase multiple products however not all of the clients users will have access to all of the products. For example, Customer A has 200 users Customer A is assigned to organisation "Customer A" Customer A purchases 100 user seats for Google Apps for Business 100 Users are assigned to the "Google Apps for Business" organisation Only those 100 specific users can access the forum related KB articles for Google Apps for Business Customer A Purchases 100 user seats for Microsoft Office 365 50 Users are assigned to the "Microsoft Office 365" organisation Only those 100 specific users can access the forum related KB articles for Microsoft Office 365 Finally Customer A also purchases a mixture of 100 Gold support & 100 Bronze Support seats. As well as each user gaining access to the relevant product forums by the use of being assigned to multiple organisation names, the users are restricted to the correct level of support when tickets are received. For example our Gold Support may include video tutorials however our bronze support may include email only with access to basic KB articles. All of this is impossible to complete without the use of Multiple organisations please please please please please please please please please go back and reconsider this much needed, very popular and obviously long overdue feature. Dearg
April 22, 2011 04:17
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James Wright

I need this feature badly. We sell our product to customers and they integrate the product into their own systems and then sell on to their customers. We often have to support the final customer and would like our customer to view tickets that their customers have submitted. 

The best solution for us would be for an organisation to be able to view another organisation's tickets but not the other way around. Allowing us to add a user to more than one organisation would be ok as would being able to map specific tickets to users from more than one organisation by adding them as a CC to the ticket.

Any chance of getting something like this added?

May 04, 2011 01:43
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James
xdam

Please provide an updated timing for delivery of this feature. 

May 04, 2011 19:32
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Isobel Lee

Again it would be really useful to know when this feature is going to be available to us!!!

May 05, 2011 07:52
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Jake Holman
Product Manager

Hello all,

We'll be releasing a feature which will address some of the many use cases mentioned in this topic:

  • Restricting forums to multiple organizations, not just one at a time.
  • Segmenting customers into groups eg.paid, unpaid, etc
  • Grouping and segmenting organizations
  • Tagging tickets with multiple user and organization attributes

Please note this feature only covers the above use cases.

We need beta testers interested in testing this new feature; we think it is actually very cool and provides a richer and more flexible set of capabilities than simple multi-org.

Please do not reply to this topic (it's already a little too busy), instead email betaorgs@support.zendesk.com with the name of your Zendesk (and subdomain if you know it) if you want to take part.

We can't guarantee beta access to all - the sooner you come, the sooner you'll be included.

May 09, 2011 13:26
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Dearg O'Bartuin

While i understand this thread is very long already i couldnt resist just expressing my congratulations and thanks to the Zendesk team for taking this much requested feature almost to a reality.

Its appreciated.

May 10, 2011 15:36
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Michael Novotny

Echoing Dearg's comment...  Thanks for listening to your users and rolling this functionality into Zendesk.  I'm sure it wasn't easy to implement into an existing system and I'm sure it wasn't easy to hear us keep asking you when it'd be here.  Thanks for taking the time to think it through and do it right.  What you've listed about sounds wonderful and our company cannot wait to begin using it!

May 10, 2011 20:57
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Neil Lillemark
electriccloud

Jake:

Will this new setup allow us to restrict users to only using Forums, and not permitting them to submit tickets?

May 18, 2011 10:39
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Jake Holman
Product Manager

@Neil: Nope afraid not, and not sure that's really part of this feature request really. 

May 18, 2011 10:52
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TJ Baker
joomlashack

@Neil,  I *think you could do what you're after by hiding the ticket submit button unless the user meets certain requirements, using javascript.

May 18, 2011 10:56
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Neil Lillemark
electriccloud

TJ:

That's very interesting.  I assume you are referring to using a Javascript widget rule. 

Do have a sample of code that shows this or something similar that I could use as a reference?

May 18, 2011 11:44
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TJ Baker
joomlashack

I sure don't, sorry :(  

I'm not the 'coder', more of the 'in theory' person who relies on our programmer to make my crazy ideas happen.

We've done similar things using the Javascript widget to add conditional fields to tickets depending on user status (logged in or not) and so I assume something similar could be done to hide / show the ticket submit button based on credentials or some other 'trigger'.

Sorry I can't offer more ... someday perhaps :) 

Have fun!

May 18, 2011 11:55
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Jake Holman
Product Manager

Hey all,

An update on this will come soon! Unfortunately I can't reply to all those emailing me for an update ;)

There's one thing I wanted to make 100% sure I was 100% clear on, I don't want to waste anyone's time here.

There is one thing we simply can *NOT* solve right now:

- Allowing end-users to have shared access to multiple organizations. (i.e. so account managers, leaders, etc can have read only access to Zendesk tickets, and only for those organizations they are responsible for).

If this is the only thing you were looking for, I apologize, I meant to mislead no one. More details will come on that use case, and I'll likely contact those of you that specifically have that use case personally to discuss it. 

I will be closing the beta entries out soon - we have enough testers and some - so if you want to take part, now is your time to email betaorgs@support.zendesk.com - letting me know your subdomain. 

Please DO NOT reply to this if you want access to the beta.

May 18, 2011 14:23
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Jake Holman
Product Manager

Hello everyone!

Next week I'll be holding a webinar (there will be two, one for the European region and one for American region). Keep an eye on your inboxes in the next 12 hours. 

I also have 3 more places for the beta before we're completely at capacity. If you have not emailed betaorgs@support.zendesk.com and would like to take part, now is the time! Those who have already emailed in will be part of the this beta.

Openings for beta will close at 6pm EDT tonight. 

May 20, 2011 12:15
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Gregg
xtraction

Because ZD has "overloaded" the use of Organizations, people are asking for different types of additional flexibility but always referring to them in the context of Organizations, because Organizations are how everything is currently currently controlled in ZD.  Chris hit the nail on the head back in February.  As I was reading this thread, I was glad to see someone else stepping back and seeing the bigger picture.  From Jake's questions, I suspect he was as well.

Organizations should be for organizing end-users, not for controlling access (beyond tickets, that is).  A separate concept, say Security Groups (as opposed to the existing [Agent] Groups).

Hopefully, ZD's solution will make our lives a little easier, but it sounds like forum access is still managed at the organization level, so it may lead to some cumbersome administration UNLESS we have the ability to add an organization to another organization (but that leads to potential circular references).

Separate from Organizations would be Security Groups.  You could Agents, [Agent] Groups, End Users, and/or Organizations into a Security Group.  If a Group or Organization is added to a Security Group, all members of those are considered added to the Security Group.  That Security Group is then used to control access to different functionality (like access to individual Forums).  Things like Forums should allow access to multiple Security Groups.

This way, ZD accounts for customers that deal with a bunch of individual end users, or groups of end users (different departments, different companies, etc).  They can create Security Groups like (Product A, Product B and Product B Beta) or (Free Support and Paid Support) or (Prod A Free Supp, Prod A Paid Supp, Prod B Free Supp, etc), assign the appropriate agents, users, groups, and organizations into those Security Groups, and then indicate which Forums each Security level should have access to.

 

If ZD's solution (as it sounds like it is at this point) is to still have each user be a member of a single organization and forum access is controlled only by associating multiple organizations to each forum (an improvement over 1 org per forum), this means that for every new customer or trial customer I add into ZD, I have to go figure out all the forums, etc. that that organization needs and add them to the forums.

 

I'm interested to see what "segmenting customers" and "grouping and segmenting organizations" mean.  These may actually be another way of describing/naming what I've outlined above.  I hope so, because that means we get this functionality now and don't have to wait for a possible further update in another three years. :)

May 20, 2011 13:37
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Kailey
worksight

Is there an update as to when this feature will be available? It is vital for our team!

 

Thanks :)

May 31, 2011 13:36
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Ivaylo Kalatchev

we will also need this

June 15, 2011 11:47
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Jake Holman
Product Manager

Hello everyone,

We recently introduced a feature that will address some of the use cases listed in this particular feature request. 

It's called "User Tagging" and you can find out more here: https://support.zendesk.com/entries/20207568-introducing-user-taggi...

The main use cases are:

  • Segmenting customers into groups e.g. paid, unpaid, premium, basic etc
  • Grouping and segmenting organizations
  • Tagging tickets with multiple user and organization attributes
  • Giving more power to rules, allowing you to route or escalate tickets
    based on user attributes. 
  • Restricting forums to multiple organizations, not just one at a time.
However, I want to be very clear that it does not address the ability for users to truly be part of multiple organizations. That is something that's going to take a little more time to solve. I just know User Tagging will solve some of what people wanted to do in this thread.
If you are one of those people that need users to truly be part of multiple organizations, please let yourself be known! I'd like to talk with you over the phone about some of the challenges we see with implementation and how you see the feature working. We always seek customer input before implementing something.
June 21, 2011 11:52
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David Goldberg
Callidus Software, Inc

"If you are one of those people that need users to truly be part of multiple organizations, please let yourself be known! I'd like to talk with you over the phone about some of the challenges we see with implementation and how you see the feature working. We always seek customer input before implementing something.

@Jake: Eventhough I am using the User Tagging feature, I am one who is looking for the multiple organizations feature to be implemented.

June 21, 2011 12:03
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Exceptional Support
adaco

We are interestedin multiple organizations since there could be a regional manager that need to see all the tickets for their region. Currently the only way we can do this is to create one organization for entire region instead of individual entries. This would overwhelm everyone that is part of the region. Only regional manager needs to be bothered with all the details.

We can only achieve if we can assign multiple organizations for a user. So that only this user can see all the tickets for the region.

June 29, 2011 10:05
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Christine Bhatkar
NHR

Hi

I have a ops department and i want them to see tickets entered by sales org but also a service org. Can you help me?

June 30, 2011 08:39
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Will Sharp

@Jake: I too will be using the User Tagging feature, but I am also one who is looking for the multiple organizations feature to be implemented.

June 30, 2011 09:55
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Will Sharp

Tp expand on that a bit: We work with  property mgmt firms. In each property mgmt firm there may be separate groups that each represent an organization to us. A person working at the property management firm may be in charge of some aspect in several groups. Therefore, we need them to belong to several organizations for our purposes.

June 30, 2011 09:57
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Terje Moglestue

I am looking for something where a user can submit a ticket on behalf someone else. If the user could belong to more than one organisation. It would be awesome. He/She could then submit a ticket on behalf of any users of the organisation he/she belongs too.  This would be a big step forward.

July 13, 2011 09:04
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Terje Moglestue

We got a several hundred project managers working for our clients. These project managers are not agents - they work between our support desks and our clients. These project managers submit tickets on behalf of our clients. At times they follow the up the tickets - at times they just submit a ticket on behalf of one of our clients. These project managers need to be member of multiple organisations.

July 13, 2011 09:09
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Marlene Summers
zuora

Any update on this from ZD land?

July 25, 2011 11:57
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Stephanie Sjostrom
recombo

Well this is certainly disappointing. Forces us to continue on with our manual emailing process which I'm sure everyone knows is a giant pain in the ass!

We have UK Sales Agents who also help out with Support so they need to belong to all the UK organizations to monitor tickets. Through a trigger they get notified when a ticket is opened currently but they don't know what happens after that unless we manually email them. THIS FEATURE IS A MUST!!!

July 27, 2011 08:14
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David Schwed
masscomm
@Jake - This is very important to my organization. I would be happy to speak to you.
August 11, 2011 09:48
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Jonathan
beyondpay
Very much looking forward to this feature/ability.
August 12, 2011 09:20
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Marlene Summers
zuora
Here is my use case: I have tickets which are submitted by internal Zuora employees or partners on behalf of our customers. How can I associate these tickets with appropriate customer organization, so that the customer would see the ticket in their shared organization and it would also show up under the partner company?
August 12, 2011 09:52
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Björn Bauer
cmmarketing
We are desperately waiting for this since a long time. Go for it! +1
August 18, 2011 06:52
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Bryanl
We definitely need this for our organization! Light agents need to be part of multiple organizations.
August 23, 2011 14:18
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Rianti Bieler
"If you are one of those people that need users to truly be part of multiple organizations, please let yourself be known! I'd like to talk with you over the phone about some of the challenges we see with implementation and how you see the feature working. We always seek customer input before implementing something." @Jake - a lot of my clients are volunteers in various organizations. When adding a new user, I need to assign him Role that enable him to have access to all tickets from his organizations (if the user belongs to a shared organization, then the user always has access to tickets in the organization). Tagging a user with two organisation tags will NOT give him access to tickets belonging to this other organization. So yes, I need users to truly be part of multiple organisations. Thanks!
August 30, 2011 06:55
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Jake Holman
Product Manager

I've already asked for this once and had a terrible response rate (2 people!) so here I go again, I really want to speak to people.

If you have the specific use case of needing users to belong to multiple orgnanizations (and user tagging does not solve that) then please email me on jake@zendesk.com so we can set up a time to talk.

The reason I need to do this is because each one of you have very specific different use cases for why multiple organizations is a need, and as a result I can't implement each one, but have to find the optimal middle ground. 

Many thanks, and I look forward to all 80 subscribers emailing me so I can set up a call with each of you.

August 30, 2011 09:40
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TJ Baker
joomlashack
I originally has voted and voiced our desire for this functionality before 'user tagging' was introduced, which works for our needs and so we no longer *need people to be in multiple organizations. I wonder if this may be the case for many who were looking for this feature... Thanks as always for your continued work to make ZD that much better Jake!
August 30, 2011 10:14
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Jake Holman
Product Manager

Hey everyone. If you haven't already emailed me, or I haven't gotten back to you to schedule a call, I have some free time tomorrow for 15-30 minute phone calls to talk to absolutely anybody about multiple orgs and what your specific use cases are.

You can pick a time for tomorrow only here: https://tungle.me/jakeisonline - I'm on the US West Coast, and you can book 15-30 mins depending on what you can spare. Look forward to seeing my day full of calls tomorrow!

August 31, 2011 16:02
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Marcos Wright Kuhns
techtorium47
I'm with TJ. Just hadn't gotten around to unsubscribing after user tagging was introduced. Glad to see the follow up for those still needing a different solution, though.
September 01, 2011 06:52
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Carlos Alvarez
Unfortunately I missed this opportunity, but I have also wished for being able to do this. It's not a huge problem for me, but it would be nice. My specific use case is that we have to interact both with end users at our client's offices and their IT people, who are most often outsourced. So an IT guy contact is shared among a number of our customers, and I'd like that IT guy to be able to view and create tickets for any organization he works for. It's typical for an IT guy to see our service and recommend it to his customers, so we end up with "IT Guy 1 at Company X" and IT Guy 1 at Company Y" situations.
September 06, 2011 08:35
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Mikhail Zakharov
Портал технической поддержки

This feature is necessary for me. Some end-users have to open an incidents as advocate of other organization.

October 12, 2011 06:39
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John Burk
pipelinefx.com

We also need this feature, as user/org tagging doesn't do the trick for us.

Like Carlos Alavarez, we also have many customers who use outsourced IT, and often the same outsourced IT personnel are used by several different customers.  

Another scenario (more common with us) is that often our customers rely on our resellers for initial support, so the same reseller will have tickets for multiple organizations.  But often, the customer themselves will open a ticket, so the ticket belongs to the correct organization, but is not in any way associated with the reseller.  We have the need to be able to view all tickets for all organizations that are associated with a particular reseller.

October 16, 2011 09:44
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Aric Asti
digitallumens

We have this exact same senario:

 

Partners (resellers) who log cases / support customers.  Customers  may submit tickets directly to us...how do we link the partners / customer (a 3-tier tree instead of the two offered)

October 27, 2011 05:51
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Alun Carp
abiquo

This feature would be useful for us as well.

We have resellers who perform front line support then fall back to us for their L2+ support needs. We would like to provide separate organizations for their customers but allow them to comment in tickets for their customers. They would not be agents as we would not want to provide them access to all customers tickets or agent only forums we have created.

This Feature Request is showing as 'Planned', can we get an ETA indication please?

October 27, 2011 18:51
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Charles Ryan
@David Piontek. THIS!!!!
October 28, 2011 06:00
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Taryn Lazarus

I cannot iterate enough how much we need this.

It is the reseller/partner thing.  Organisations are used because we deal with corporations, businesses and government customers and we have to have their tickets grouped by their company.

When we have partners or resellers log calls on behalf of these organisations, and often for multiple organisations, we need to be able to track which tickets belong to which organisations, but still leaving the reseller in their own said organisation and tracking their tickets too.

Tagging is not the answer in this instance.

November 01, 2011 23:33
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Charles Ryan

@Taryn  We have this exact same issue.  I have had several calls with zendesk representatives - including the head of both support and development and they have not given any suggestions or responses to this use case.  We have finally had to add our own custom field called 'Requesting Organization' and when a ticket comes in we select the appropriate option from the list.  The list is 600+ items long though and so this is not an ideal solution.  There are mistakes made. 

November 02, 2011 06:14
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Gail Flynn
meteorcomm

Our company is another that would greatly benefit from this feature...

November 18, 2011 12:32
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Faraz Khan
domedia

Hey guys, a workaround I used in the meantime is to use the group tag feature.

You can create a new 'tag' that both organizations uniquely share, and use the Restrict access to end-users and organizations with all of the following tags feature within Forum editing.

Here is my example:

Organization 1: Company A Users

  • Tags: access_forum3 (or whatever you want to call it)

Organization 2: Company B Users

  • Tags: access_forum3
Organization 3: Company C Users
  • Tags: (none)

Forum 1: Company A Users

  • Forum Settings: 
    Restrict access to organization: Company A Users

Forum 2: Company B Users

  • Forum Settings: 
    Restrict access to organization: Company B Users

Forum 3: Company A and B Users

  • Forum Settings:

    Restrict access to end-users and organizations with all of the following tags: access_forum3

     
This will restrict access to Forum 3 to Organization 1: Company A Users and Organization 2: Company B users only, and Organization 3: Company C Users will not have access to Forum 3.
Hope this helps!
November 28, 2011 08:13
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Nina B. Larsen
1stweb

Our company would benefit from this feature as well. We actually thought it was already a possibility... 

December 20, 2011 03:37
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Alun Carp
abiquo

Jake, any update from Zendesk on this topic please?

January 11, 2012 15:31
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Marlene Summers
zuora

Greetings,

Any ETA? It's now the 1H of 2012. :-)

@Faraz - Thx for the workaround.

January 12, 2012 11:31
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Pulse

I don't think that work-around is available to all package levels; we're on the regular plan and it seems group rules are only available in Plus and higher.

It amazes me that this was suggested 4 years ago and it's still marked as "Planned".

February 01, 2012 14:01
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Chris Ferejohn

This is a requirement for us and in fact when we signed up for Zendesk is was our understanding that this would be included. We were told about the ability to tag users and show (or not show) forums based on what tags they had. For example, we have regular users who see forum A, publisher users who see forums A+B, and premium publisher users who see forums A+B+C. So we'd like forum B to be visible to publisher+premium publisher, but there is currently no way to do this (as it would require either assigning a user to multiple Orgs *or* assigning multiple allowed orgs to a forum).

February 06, 2012 11:49
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Grant Ricker

@Jake Holman

To provide you with some more user cases, I would like this feature as our users can belong to multiple organisations in the example below:

e.g. User belongs to 'Gas Station 1', 'Gas Station 1' is part of the franchise 'GAS STATIONS'. Hence when user logs a ticket I want to be able to see they are from Gas Station 1 but are part of the organisation 'GAS STATIONS'. 

Likewise the same user might actually work at 'Gas Station 1' & 'Gas Station 2' which are both part of the organisation 'GAS STATIONS'. 

Without even using the hierarchal structure of a user being assigned to multiple organizations as described above. It may be that the same user belongs to 'Gas Station 1' and 'Grocery Store 1'. 2 completely un-related organisations. 

I hope this helps you see the need and what users are trying to do. Well at least what I am trying to do anyway ;)

Thanks

March 08, 2012 18:50
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Jonathan
beyondpay

I agree with Grant.  We have the same use case.

It would be nice to be able to describe each relationship as well with a text field.  So to use the same example:

User is employee of Gas Station 1, so for Gas Station 1 we have the option of typing "Employee" to describe the relationship he has with that organization.  GAS STATIONS, the user might be a "Member" or something like that.  Just a text field to describe.

Users could be employees, owners, administrators, partners, whatever, and it would be helpful to see this at a glance when tickets come in.  

March 09, 2012 06:12
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Graham Pearce
matrixxsw

We also need this feature. Our field and partner consultants work at multiple customers and need to be able to log tickets therefore under mutiple organizations for the customer visbility.

 

Regards

Graham

March 21, 2012 02:45
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Carlos Alvarez

Our use case for this is building, as we've really built our partner program so one person is bringing us more customers and is responsible for being the tech interface with the customer.  I need that one person to have visibility on various organizations and file on behalf of any of them.

March 21, 2012 09:20
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Liz
csusa

+1

March 22, 2012 09:22
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Krista
cloudera

+1

We have the same need others have mentioned as it relates to partners. partners need the ability to open a ticket on behalf of a customer. They need to belong to their own Org and see and interact the ticket but to have it be categorized by that end customer org as well.

March 22, 2012 18:32
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Gregg
xtraction

Yes, it is interesting that we are approaching the 4th anniversary of this suggestion.

We would need the feature, as others have indicated, because we have vendors/resellers that need to open tickets for the different customer organizations, or for their own organization.  If a customer is a member of multiple organizations, when they create a ticket, they should be presented with a drop down list of the available organizations that they below to.

March 26, 2012 16:03
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Peter Rudden
qgiv

We could really use this feature as well.  Partners/Resellers who can belong to multiple organizations and open/interact with tickets would be a great help.

March 27, 2012 22:10
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Luis Perez
bitsmt

Good day Maksim Ovsyannikov. Please add me to this list to.


I noticed you have a new BETA (Lotus?). Is it part of it?

April 23, 2012 18:35
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Gary Sackett
srsisystems

+1 - A good percentage of our users belong to multiple orgs,  I can provide feedback, examples, or anything you need to move this along.

May 14, 2012 08:43
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Anthony Carter
pentaho

For us, we have partners who do our first level of support for our product.  They are also customers of ours so they themselves have level 1 support performed by us.

Thus the user is part of 2 organizations, the reseller/partner and the end-customer's (their customer's) organization.  They should have access to all tickets across both those organizations (and any other organization that is a customer of theirs).

Thanks and please can we get an idea of the roadmap for this feature?

May 14, 2012 10:12
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Rollie Villaflor
Versata

Any ETA on this? Thanks.

June 15, 2012 08:14
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Gary Sackett
srsisystems

Hey Jake,

Like I said earlier, I can walk you through this on our portal if needed.

Thanks

June 15, 2012 08:25
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Graham Pearce
matrixxsw

Hi, this is going to become a deal breaker for us soon. Could we have an estimate please?

 

Graham

June 26, 2012 23:28
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Eli Blankers
accelitec

There are individuals who work for more than one of my client-companies.  He needs access to more than one organization for that reason.  His ability to view and comment both organizations' tickets is vital.  Why is this "not planned"?

July 19, 2012 10:19
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Carlos Alvarez

This is actually causing a lot of friction for us right now, and is forcing us to look at other products.  I don't know if there's another product that does this, but we have to look.  We're at the point where we have so many people this applies to and they are annoyed that we can't do it.

July 19, 2012 10:32
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Carlos Alvarez

And we also have two affiliated companies we want to bring in from other products, but can't because of this key point.

July 19, 2012 10:32
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Anthony Carter
pentaho
I see this topic has switched from planned to not planned. Can you confirm that indeed Zendesk will not be implementing a one user multi organization scenario so that we can work with our partners in a simplified way.
July 19, 2012 19:23
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Eli Blankers
accelitec

I think it's kinda funny that the ACTUAL most popular thread is this one, but since it's not planned, and everyone wants it, it does not come up in the "Most Popular" thread section under Feature Requests. 

Consultants and other such people ARE a part of 2 organizations, and it would be illogical and SHOULD be unnecessary for them to have two separate accounts.

Meet the needs of the 259 clients of yours that are asking for this update.  It's necessary, it's requested, it's popular, and I don't understand a reason why this would be a no-go.

July 30, 2012 11:24
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Carlos Alvarez

We've just merged more people and companies together with several people working for several companies, so we have to find a solution that does work for this.

August 16, 2012 08:06
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Jmorgan
hyperx

Given this feature request has been "in the works" since 2008, I think it is fair to say ZenDesk has no real intention of adding this feature.

August 16, 2012 08:19
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Jonathan
beyondpay

This is very important.  I'm tired of clients complaining that their tickets show as being to one organization but not others.

We have many client contacts (End Users) that manage multiple companies and our services are tied to an individual company (organization).  We've had to resolve to putting the company client code in every ticket subject and tag, but this is very inefficient and easy to circumvent. 

Please bump +1.

Allow End Users to belong to multiple Organizations. 

August 16, 2012 08:51
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Gordon Jones
SuccessFactors

+1

August 29, 2012 10:11