Forums/Documentation/Users, groups, and organizations

Creating, managing, and using organizations

Anton de Young
posted this on April 22, 2011 15:16

As described in About organizations and groups, how you set up your organizations depends on how you want to define your workflow and organize your users (both end-users and agents). Users can be added to one organization. Administrators can add and edit organizations, agents cannot.

Creating organizations

Administrators can add organizations, agents cannot.

To create an organization
  1. Hover over the +add tab, then select Organization.
    Note: Zendesk Classic: This procedure is not applicable. To add an organization in Classic, select Manage > People, then click Add Organization. Enter a name, tags, and information. Optionally, set up user mapping and group mapping and enable a shared organization (see sections below). Click Create organization.
  2. Enter the Organization name, then enter Email domains (separated by a space) if you want to set up user mapping.

    When you set up user mapping, users from these email domains will be automatically added to this organization when they submit a request for the first time or otherwise register with your Zendesk.

  3. Click Save.

    You can add additional information after clicking Save.

  4. Optionally, enter Tags.

    For more information about organization tags, see Adding tags to users and organizations.

  5. Select a Group if you want to set up group mapping.

    When you set up group mapping, an organization's tickets are automatically assigned to the specified group. This can be set up by an administrator.

  6. For Users, determine whether users in this organization Can view own tickets only or Can view all org tickets.

    Allowing all of the end-users in an organization to see each other's tickets is referred to as a shared organization.

  7. If you selected Can view all org tickets, you can select And add comments if you want to allow users to add comments to shared organization tickets.
  8. Enter any Details or Notes you want.

    The new organization is saved automatically, so when you are finished you can simply navigate away.

Administrators can view and manage all organizations clicking the Admin icon () in the sidebar, then selecting People. On the People page, clickOrganization.

Note: Zendesk Classic: Select Manage > People, then click Organization.

Automatically adding users to organizations based on their email domain

Users can be automatically added to an organization based on their email domain when they submit a request for the first time or otherwise register with your Zendesk. This is referred to as user mapping and an administrator can set this up by editing an organization's settings.

To set up user mapping for an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. In Domains enter the email domain(s) (separated by a space) to set up user mapping.
    Note: Zendesk Classic: In the Map email domain to organization option, enter the email domain(s) (separated by a space), then click Update Organization.

    Your update is saved automatically, so when you are finished you can simply navigate away.

If you've added email domains to the whitelist (see Using the whitelist and blacklist to control access to your Zendesk), these domains will be automatically included in the list. Although whitelisted domains are included, they are not shown on this organization settings page.

Mapping a group to an organization

An organization's tickets can be automatically assigned to a group. This is referred to as group mapping and can be set up by an administrator.

To set up group mapping for an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. Select a Group from the drop-down list to set up group mapping.
    Note: Zendesk Classic: Under the Map organization to group option, select one group from the drop-down list, then click Update Organization.

    Your update is saved automatically, so when you are finished you can simply navigate away.

New tickets will now automatically be assigned to the selected group; however, business rules and agents may override this default group setting.

Setting up a shared organization for end-users

You have the option of allowing all of the end-users in an organization to see each other's tickets. This is referred to as a shared organization. This can be set up by an administrator.

To set up a shared organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. For Users, select Can view all org tickets, then, if you want to allow users to add comments to shared organization tickets, select And add comments.
    Note: Zendesk Classic: In the Shared organization section, select Enabled, and, if you want to enable end-users to add comments to the shared organization tickets, select Enable commenting. Click Update Organization.

    Your update is saved automatically, so when you are finished you can simply navigate away.

Instead of allowing all end-users in an organization to see an organization's tickets, you can grant this privilege to select end-users. You set this up in the user's profile.

To allow individual end-users access to an organization's tickets
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click End-users.
  3. Find the end-user you want to edit and then click Edit.

    Alternatively, you can search for the user.

  4. In Access, select Tickets from user's org.
    Note: In Zendesk Classic, in the roles section, select Allow access to tickets in end-user's organization, then click Save tab.

     

    Your update is saved automatically, so when you are finished you can simply navigate away.

Editing and deleting organizations

You can edit an organization's settings or delete an organization as needed.
Note: When you delete an organization, any business rules or reports you set up using the organization you deleted will no longer function properly.
To edit an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. Make any edits you'd like.

    Your updates are saved automatically, so when you are finished you can simply navigate away.

To delete an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. Click Organization options in the bottom toolbar, then select Delete.
    Note: In Zendesk Classic, click Delete at the bottom of the organization profile.
  5. Confirm that you want to delete the organization.

    Any users you assigned to the organization will no longer be assigned (since it doesn't exist anymore) and the organization will be removed from any tickets it was assigned to. Any business rules or reports you set up using the organization you deleted will no longer function properly.

Manually adding users to organizations

You can add users to an organization at the time they are added to your Zendesk or later by editing their profile. You can also include users' organizations when importing new users into your Zendesk in a bulk import operation.

To add a user to an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click End-users (or Administrators, or Agents).
  3. Find the user you want to edit and then click Edit.

    Alternatively, you can search for the user.

  4. Select an organization from the drop-down list under Organization.
    Note: In Zendesk Classic, enter an Organization, then click Update.

    Your update is saved automatically, so when you are finished you can simply navigate away.

You can change the user's organization at any time by editing their profile. End-users cannot change their own organization (administrators and agents can).

Restricting an agent to one organization

One of the options you have for managing the ticket workflow and controlling the access agents have to tickets is to add them directly to an organization and then restrict their access privileges to that organization.

To restrict an agent to an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Agents.
  3. Find the agent you want to edit and then click Edit.

    Alternatively, you can search for the agent.

  4. Select an organization from the drop-down list under Organization and in Access, select Tickets requested by users in this agent's organization.
    Note: In Zendesk Classic, enter an Organization, then, in the roles section, select Allow access to tickets in end-user's organization. Click Update.
    Your update is saved automatically, so when you are finished you can simply navigate away.

Regardless of the groups they belong to, they will only have access to the organization's tickets.

Note: Notwithstanding ticket access restrictions, CC'ing an agent on any ticket lets the agent receive email notifications of all public and private updates to the ticket.

Creating views and reports by organization

Organizations can be used when creating views and reports (as well as business rules). Here are several examples.

Example: Creating a view of tickets by organization

A common use for organizations in a view is to monitor ticket activity.

This view displays unsolved tickets that are assigned to an organization called Customers.

Example: Creating a report of ticket activity by organization

Here's an example of a report that displays all ticket activity for several organizations.

 

Comments

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Caitlin Davies
verbasoftware

I bulk uploaded several new users recently with email domains that were supposed to map to certain organizations automatically (per "Automatically adding users to organizations based on their email domain" section), but none of those users mapped to their respective organizations. What did I do wrong? 

I did also have a field in the .csv to have them map to another bulk organization - maybe that confused the system? 

May 14, 2012 13:25
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Caitlin Davies
verbasoftware

Never mind, I figured it out. Seems that users are only able to belong to one "organization." Is there any way to add them to multiple? If not please consider this my formal suggestion for such a feature. :) Thanks!

May 14, 2012 15:13
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Anton de Young
Zendesk

Caitlin, 

Yes, that's true - a user can only belong to one organization. You might want to take a look at user tagging to see if that will help you do what you want to do. 

May 14, 2012 15:20
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Caitlin Davies
verbasoftware

Yes that helps - definitely outputs the correct functionality. Thanks! 

May 14, 2012 15:25
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Mike Blumenstein

Is there a way to automatically add new organizations based on new users/tickets? I have the auto add function for the users to existing organizations, and the auto view other tickets set up... but I would like to automatically add a new organization based on each new user. If there is not an organization set up to add them to, I want one created automatically without the extra step of manually creating each and every one... I would be okay if it was simply their domain name @mangospring.com creates mangospring.com organization. I could always go edit them if I need to later, but I want then at least created automatically. 

Mike

May 17, 2012 11:40
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Alan Jiménez
nordija

Is ticket sharing only available through the use of organisations? We are considering the possibility to allow all our end-users to see each others tickets (radical approach, I know!). Is the only possible way forwards with this to put ALL users in one group (many users from different companies) and enable ticket sharing for it?

August 15, 2012 05:34
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Johan Danielsson

How do I rename an existing Organization? Seems impossible. Do I really need to delete it and create a new?

October 03, 2012 04:08
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Arnaud de Theux
Zendesk

@Johan you can edit the organisation and rename it in the People> Organisations section.

October 03, 2012 05:48
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Bradlee

Is there a way to mass delete organizations other than via the API? The reason being is that I (wrongly) uploaded all of the Accounts from our Salesforce org into Zendesk not realizing how many of those Accounts are not actually customers and will likely never submit a case. I'm wondering if I could go through and delete a bunch of those specific accounts.

December 13, 2012 10:03
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Adam L.
Zendesk

Hi Bradlee,

Unfortunately, there is not presently a way, other than via our API.

We always value customer feedback and the feature request forum is one of the main ways we keep track of what our customers want in Zendesk. If this is a feature you would really like to see, I highly suggest posting it to our feature request forum here: https://support.zendesk.com/forums/1848-feature-requests

Also, if you create an article, I also suggest subscribing to it, so that you will be updated anytime the article is.

Thanks, and apologies that we could not provide you with a simpler option here!

December 13, 2012 15:59
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Frojon Banwell
ljbtc

Situation is with just one organization and set so that Users can view all org tickets...but not add comments.  My understanding is that there is a setting for End Users individually where they can be set to add comments to the org's tickets without turning on the ability for all users.  (Noting also that updates are happening dynamically with no "Update" button is site, but there is a line showing how long since an update was applied which is great.  Just does not match the documentation.)

February 05, 2013 16:23
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Justin Seymour
Zendesk

Hey Frojon: 

There is no setting that will allow end-users to add comments to other tickets within their organization. If the organization is shared, and the end-user belongs to that organization, the user can automatically read shared tickets. However, if the organization is not shared, you can give individual end-users permission to read tickets within the organization. The following options are on the end-user edit page: 

End-users will be able to read tickets submitted by others in the organization.

Note: If the end-user belongs to a shared organization then the end-user will always have access to tickets in that organization.

February 10, 2013 05:30
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Frojon Banwell
ljbtc

Hello Justin,

Your reply is in conflict with the article above...

Setting up a shared organization for end-users

You have the option of allowing all of the end-users in an organization to see each other's tickets and to also make comments on them. ...

Instead of allowing all end-users in an organization to see and comment on an organization's tickets, you can grant this privilege to select end-users. You set this up in the user's profile. ...   ???

February 11, 2013 12:16
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Melissa Parsons
socrata

I have the same question that Mike Blumenstein had earlier: In essence, "is there a way to automatically add new organizations based on new users/tickets?" For example, say it's the first time we see a post from an @kcmo.org user. Is there a way to have kcmo automatically become a new organization and automatically start mapping other kcmo.org users to that org? Thanks for your help!

February 21, 2013 15:10
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Justin Seymour
Zendesk

Frojon: We'll get that updated. End-users who belong to a shared organization cannot comment on other open tickets from users within the same organization. This also applies to the user if they're not in a shared organization, but have been given manual (profile) access to those tickets. Sorry about the confusion! 

Melissa: Have you setup user mapping yet? See above: Automatically adding users to organizations based on their email domain
With this enabled, if a new user from @kcmo.org sent in a ticket, they'd automatically be added to that organization.  

February 22, 2013 05:01
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Jennifer Rowe
Zendesk

Thanks Frojon and Justin. I updated the doc to say that users in a shared org can see each other's tickets (and I removed the part that said they could comment on them).

February 22, 2013 15:09
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Melissa Parsons
socrata

Thanks for your response, Justin! Though, my question was about having organizations automatically created when users from unknown domains send a ticket. For example, if it's the first time we see a user from @kcmo.org, it'd be great if a new organization could be automatically created for kcmo (and then of course, subsequent kcmo users would be added to that org). As this doesn't appear possible in the platform as is, is this a possible functionality using the API? Thanks!

February 27, 2013 07:49
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Justin Seymour
Zendesk

Ah, understood! We don't have anything in place that would recognize an unknown domain and then turn it into an organization. You'll have to do that manually for now. API functionality comes up short here as well. 

February 27, 2013 08:27
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Melissa Parsons
socrata

Thank you again for the quick response! That was exactly what I needed to know.

February 27, 2013 09:01
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Frojon Banwell
ljbtc

Thank You Jennifer and Justin!  Still learning the power and flexibility of the system and enjoying the process.

February 27, 2013 09:46
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Mike Blumenstein

Thanks Justin, (and Melissa for bringing this up again) we have a connector/module built for MangoApps, (our product and what we use to manage our Zendesk, conversation and dev tickets).. so even just an API to create the organization based on the email/user would be great and we can code that in ourselves. If you want to build that into the product itself as another check box from the auto add choices that would be even better. It would cut down on OUR dev time. :)

I attended the 1st Seattle user's group last night at SEO MOZ :) and another user thought this might be available over API. Too bad. :( 

Let me know!

March 01, 2013 10:45
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Brian Kalar
phtech

We have a customer that wants to change the fields that they see in the default view of an end-user.  It appears this is the organization_requests view.  How can we modify this default view and/or give them the view that they want?

March 12, 2013 22:20
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Brandon K.
Zendesk

@Brian: The views available to end users are a bit rigid and there is no way to create a completely customized view for them. If you tell me what your end user wants to see, however, there may be an out of the box solution that I can recommend for you.

March 13, 2013 15:34
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Jean de Dieu Ndayisaba
agnitio

Hello. I've made a custom view for users without organization but still I see some users who do belong to an organization in the same view that I just created? Im a bit confused.

March 27, 2013 04:47
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Jennifer Rowe
Zendesk

Hi Jean, one of our agents should have followed up with you to get more info.

April 23, 2013 09:48
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Lynda Thompson
gtsoftware2

In our support routine, we have organizations with multiple locations.  The software at any particular location can vary based on where it is.  However, not all organizations have multiple locations.  How can I manage the setup and ticket information gathering such that if an organization has multiple locations, they are requested to enter for which location the ticket is.

April 30, 2013 05:00
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Brandon K.
Zendesk

Hello Lynda,

If you want the location field to only appear for organizations that have multiple locations and not the organizations that have a single location, or if you want to take it a step further and have a specific ticket field for each organization with multiple locations that lists the specific location for organization, you could do that with some custom work to create conditional fields. This is not something in the product to start with, but because of high demand our services department has been able to create custom widgets for our users and have outlined the steps to create it yourself if you have the resources. I would recommend that you check out this article for how to build conditional fields yourself: https://support.zendesk.com/entries/21044816-creating-conditional-d... If you do not have the development resources internally, you could email our services department at services@zendesk.com and discuss having them make it for you on a contract basis. 

If that is all overkill, however, you could just create a single custom field by going to Manage > Custom fields and ask your users to state their location from a list or just type it in a custom field. You might get a few people who do not report their location or don't know what to put in the field, but this method would be a lot less work than the first.

Hope this helps!

April 30, 2013 13:27
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Edward Nelson
gopro

Is it possible to send an email to all users assigned to an organization?

May 13, 2013 12:31
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Brandon K.
Zendesk

Hello Edward,

There is no easy way within Zendesk to send out a mass email to an organization. One workaround that I can think of would be to use an email taget to send to a mailing list that then redirects the message to an entire organization. You can set up your email target by going to Settings > Extensions > Targets and then choosing Email target when creating a new target. Once you have a target set up, you will see an option in your trigger actions to 'Notify target'. Set your conditions to send an email to this target when you want, I would recommend adding a tag, and then set a rule in the external email account to forward to your desired emails.

Hope this helps!

May 13, 2013 16:28
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Princess
galleonph

How to edit or delete the email address of the end user and owner?

May 22, 2013 01:52
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Dr. J
Zendesk

Hi Princess, thanks for your question!

Since many of the key features of Zendesk relate to email notifications, she doesn't want to release email addresses easily--otherwise, we'd have no way to reach our customer!

All you need to do is:

  1. Go to Admin -> Manage -> People and select your desired user (or Owner/Admin)
  2. Add the new email address 
  3. Make Primary Contact the new address 
  4. Remove the old address 
  5. Celebrate

Love your Zendesk
Jon Brummel | Customer Advocate | support@zendesk.com

May 24, 2013 23:00
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Scott

Is it possible to merge two organizations into one. A coworker and I both created organizations for the same client.

thanks,
Scott

June 27, 2013 09:11
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Kevin
whatsapp

Can we make it so that only verified users are automatically mapped to an organization? As an example, I'd like to map all users with a @whatsapp.com domain to be in the WhatsApp organization, but there are tons of users who write in with a spoofed @whatsapp.com domain, so after turning on the mapping, my WhatsApp organization has about 1300 unverified users that shouldn't be part of the WhatsApp organization.

June 27, 2013 12:06
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Laura D.
Zendesk

@Scott - I'm sorry, there's no way to merge two organizations. If there's one that has fewer users in it I'd say delete that one and move them to the other one. 

 

@Kevin - This is a tough one. There isn't a setting for only mapping verified users, the only way I can think of creating your own approval process is if you turn off domain mapping and create a view that only shows users that don't have an organization, then manually add them to organizations as they join your Zendesk. Given your experience I can certainly see the need for a setting like this though. I bet if you post in the Feature Request forums there are some other people who would want this too!

I'm not sure if the following work around would help but it might be an option: 

If the users submitting tickets are using a common (or just a few) usernames you could blacklist the specific email addresses (like sam@whatsapp.com) in Settings > Customers (End-users). Domain mapping would still work because you're only blacklisting specific users this way. 

June 27, 2013 16:22
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Kevin Lindsey

Is it possible to trigger a notification when a user's organization changes?

July 22, 2013 14:35
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Anthony Roman
Zendesk

Hi Kevin! It is not possible to have a trigger when a user changes its organization. This is only possible for when a ticket changes its org by using the trigger condition "Ticket: organization changed".

July 23, 2013 20:14
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Kevin Lindsey

Thanks Anthony. That's what I understood, but I was hoping I missed something. I'll be managing organization changes externally via the REST API, so I can handle the logic I needed for the trigger there. Thanks!

July 24, 2013 07:55
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Vicki Stokes

We have mulitple organizations that contract their app development to other organizations. Therefore these developer organizations may need access to tickets for more than one organization. Is there a way to handle this? My understanding is a user can only belong to one organization. 

July 30, 2013 08:44
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Ingmar Zahorsky
Zendesk

We recently released a Multiple Organization beta that allows a user to belong to more than one organization. You can find more info and sign up here: 

https://zendesk.wufoo.com/forms/multiple-organizations/

 

August 28, 2013 06:08
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Moran Assaf
profitect

Hi,

Can I assign a ticket to an end-user that belongs to an organization? 

 

Thanks!

 

Moran

September 27, 2013 09:19
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Emily
Zendesk

Hi Moran, 

 

An end-user cannot be the Assignee of a ticket. However, you can make an End-user (who is in an Organization) the Requester of a ticket when you create one on their behalf. If the Organization has already been assigned to their End-user profile, it will automatically be attached to the ticket. You can make an Agent who is part of an Organization the Assignee of a ticket, and that Agent's Organization will be automatically attached to the ticket.

September 30, 2013 16:55
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Magnus Larsson

Hi, i can't figure out how to use "SETTING UP A SHARED ORGANIZATION FOR END-USERS".

I'm trying to follow the instructions but I doesn't find where to grant access for this to end users. When they have access to see all tickets in the organization, where will they go to see them?

We had this setup in previous versions of zendesk but haven't used it for a while. Now it's time to use it again and i'm stuck! :-)

October 15, 2013 00:44
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Mikkel Thaarup
dibs

Hi, Im sorry if I've missed this, but is there a way to add a user to an existing organization via the API, i.e. update the Organization user field in Zendesk? Thanks in advance!

October 15, 2013 06:55
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Emily
Zendesk

Hi Magnus, 

Shared organizations aren't yet available through Help Center, but you can expect to see this feature return in the future! 

Hi Mikkel,

I've created a ticket to connect you with one of our API Specialists in Advanced Support. One of these helpful Associates will post the answer to you shortly!

October 15, 2013 10:07
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Frojon Banwell
ljbtc
Hi Magnus, Settings > Manage > People > choose your Organization --- then edit your Organization. At this point you will have a drop down selector on the left which you can set to allow users to see all of the organizations tickets. When they are logged in there should be an 'org' tab next to 'check your existing requests' tab. Frojon
October 15, 2013 13:45
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Laura D.
Zendesk

Hi Frojon, 

That is indeed how you give end-users access to tickets from a shared organization. What Magnus is running into is that Help Center doesn't yet have a tab for end-user who are logged in to see their "Shared tickets" - it's coming, it's just little ways off. I'm working with the Documentation team to see if we can add a note here to help people in the mean time.

Thanks for jumping in, always good to know people are ready and able to help :)

October 15, 2013 13:53
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Lori
roomkey

I don't see where to do this so that end-users can access tickets from a shared organization.

"Settings > Manage > People > choose your Organization --- then edit your Organization. At this point you will have a drop down selector on the left which you can set to allow users to see all of the organizations tickets."

This does not allow me to then see the drop down selector on the left you speak of. I'm a recent Plus subscriber.

October 16, 2013 07:52
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Frojon Banwell
ljbtc

Let me add a picture in a Word Docx

Frojon

October 16, 2013 09:23
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Lori
roomkey

Thanks. I called ZD Support and was told that  the ability to allow end users to see the tickets for a whole organization is only available to ZenDesk customers who are still using ZenDesk Classic. Because I'm a newer ZenDesk customer, I am using the upgraded version, not classic.

October 16, 2013 09:28
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Frojon Banwell
ljbtc

That's not correct.  I have never used the classic version; have only used the new version!

Frojon

October 16, 2013 09:42
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Lori
roomkey

And you're not a beta user right now?

October 16, 2013 09:52
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Laura D.
Zendesk

Hi there,

I think I might be able to clear up the confusion :)

Classic Zendesk = old agent interface
New Zendesk = current agent interface 

Web Portal = previous version of end-user/forums site (works with Classic and new Zendesk agent interfaces)
Help Center = current version of the end-user/forums site (only works with new Zendesk agent interface)

Shared organizations don't yet work with Help Center. If you're using new Zendesk and Web Portal you can still set up shared organizations and end-users will be able to see organization tickets. If you're using new Zendesk and Help Center, they cannot. We're working that and it will be coming back but it's going to take some time. 

Hope that helps!

October 16, 2013 10:03
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Frojon Banwell
ljbtc

No, not a Beta user.  And, from what Laura is saying, I want to continue to not use Help Center.

Frojon

October 16, 2013 11:15
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Alex L
Zendesk

Hi Mikkel,

We have documentation for our API here for Users: http://developer.zendesk.com/documentation/rest_api/users.html

What you seem to be looking for is "organization_id".

October 19, 2013 20:47
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Wes Shank
rfmsinc

Trying to assign an unassigned user to an organization. I followed the steps from the instructions which state once you go into edit, the organization drop down will allow you to assign. I do not get an organization drop down....?

November 07, 2013 10:17
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Emily
Zendesk

Hi Wes, 

Once you click 'edit' for the Organization, click the 'User Options' pulldown menu in the lower left. There, you'll see an option to 'Add User.' Does that work for you?

November 07, 2013 10:40
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Pavel Kramný
programia

Hello, sorry, but I´m very very confused from this help, you guys provided. I use Zendesk for 2 months and I can´t see shared organisations options. I don´t understand, why you provide public help for all users and, for example, me - still can´t see this options. See picture in attachement.

November 10, 2013 12:16
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Laura D.
Zendesk

Hi Pavel, 

It looks like we got back to you in your ticket already but in case anyone else is wondering what happened - shared organizations aren't yet available with Help Center though we're working on getting them back as soon as possible. Sorry for the confusion!

November 11, 2013 13:41
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Ribal Couri
rsvpcomau

Hi,

I am part of a company with many divisions, with staff emails pretty much all falling under the same domain.

If i create a new organisation and add the same domain(s) I will be just duplicating the original.

How can I add users to a new organisation that avoids this issue?

November 27, 2013 22:02
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Jeremiah Mattson
intelligentinsites

Hi,

I am trying to edit an end user to be able to see all of an organizations tickets and am having trouble. Above it says...

SETTING UP A SHARED ORGANIZATION FOR END-USER

4. For Users, select Can view all org tickets, then, if you want to allow users to add comments to shared organization tickets, select And add comments.

I do not see this option. (See attached screenshot Zendesk1)

4. In Access, select Tickets from user's org.

I do not see this option either. (See attached screenshot Zendesk2)

December 02, 2013 14:47
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Avi Warner
Zendesk

@Jeremiah, shared organizations aren't yet available through Help Center, but you can expect to see this feature return in the future! 

 

December 02, 2013 14:50
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Trisha Patel
Zendesk

@Ribal, You can use Domain mapping to auto add users to a specific org dependent on the their email address. However you mentioned duplicating the original org, are you using the same domain in the mapping field for multiple organizations? 

December 03, 2013 02:33
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Ribal Couri
rsvpcomau

Hi Trisha,

That is correct. Everyone uses the same domain for their emails, so mapping the domain in another org just duplicates the original org. 

I wanted to be able to include someone in another org without mapping their email domain for that org.

Alternatively what might also work is mapping a domain but restricting which users automatically are part of that domain.

Eg. UserA, userB and userC are part of domain XYZ.com. If I want to include userA and userB in another org ABC but not automatically include userC in this org.

Are either of these options available?

December 03, 2013 14:33
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Ribal Couri
rsvpcomau

@Trisha

December 03, 2013 14:51
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Emily
Zendesk

Hi Ribal,

Domain mapping is not a required field when creating a new organization. It's completely optional. If you just give the organization a name and skip domain mapping, you can then add the end-users manually. 

December 04, 2013 09:45
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Ribal Couri
rsvpcomau

@Emily

It may not be a required field to initially set up the Organisation

However, if there is no domain mapped to it, then I can not add users to it.

I see no error - It looks like it is processing the request for the 2nd org, then it is removed and no more info

I have tested twice with different Organisations (mapped and not) and can confirm this.

Is this a bug or expected behaviour?

December 04, 2013 17:14
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Emily
Zendesk

Hi Ribal, 

If you visit the profile of the end-user you'd like to add, just use the Organization pull-down menu to select the new one you've created. I tested this in my account and it works for Organizations without domain mapping. Does adding end-users this way not work for you?

December 05, 2013 10:09
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Ribal Couri
rsvpcomau

@Emily,

Thanks for the reply. I tried the following:

  • UserA is in OrgA which is mapped to DomainA
  • Created 2 new Orgs. OrgB mapped to DomainB, and OrgC not mapped at all.
  • Visited the user profile page. Clicked "add organisation" and tried to add both OrgB and OrgC. It does nothing at all for either option. It does not add the 2nd organisation to the user account, and I see no notification of success or failure. It just does nothing at all.
December 05, 2013 15:26
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Ribal Couri
rsvpcomau

@ Emily,

I figured it out after testing with one of our developers.

Seems there is a bug when selecting the Organisation from the dropdown with the mouse.

Console log shows a 402 error "Payment Required".

It works if you click down with the keyboard to highlight the Organisation from the list and then click tab.

December 05, 2013 15:35
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Emily
Zendesk

Hi Ribal, 

That error message is definitely counter to expected behavior. I'm creating a ticket on your behalf so we can troubleshoot further, and I'll see you in that ticket shortly!

December 05, 2013 16:48
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Daniel Andrlik
ecolane

Is there an ETA on when shared organizations will be available via the help center?

December 12, 2013 09:48
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Laura D.
Zendesk

Daniel - I'm afraid not, but it is something that's being worked on and we want to have it out as soon as possible, we know it's important. Once it's out we'll definitely let everyone know via Release Notes and posts on relevant threads.  

December 12, 2013 14:42
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Timothée Hostettler

Hi,

I have seen that

shared organizations aren't yet available through Help Center, but you can expect to see this feature return in the future! 

 

Did you have any news about that ?

December 13, 2013 07:17
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Laura D.
Zendesk

No, not yet Timothée ;) Hopefully soon - we'll be sure to spread the word once it's out!

December 13, 2013 15:43
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Claire
locisolutions

Is it possible to archive an organisation, rather than delete it? Thanks.

December 17, 2013 21:21
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Emily
Zendesk

Hi Claire, 

Currently you can keep an Organization active or delete it permanently. What's your use case for archiving it?

December 18, 2013 20:12
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Claire
locisolutions

Hi Emily - we have clients that go off support and don't use us for a while, but then come back to us, so we don't want to lose their details, just remove them from active views, and have the ability to re-activate them. It would be much easier to do this at organisation level, rather than have to do it at individual user level. We don't want to lose any history either.

December 19, 2013 15:27
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Emily
Zendesk

Hi Claire, 

That makes sense! You also aren't the first customer to share that use case. I encourage you to lend your feedback to the comment thread of this feature request. Our Product Team reviews this forum regularly, so it's a great way to get your voice heard.

December 19, 2013 15:50
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Andrew Bone
sciencesoft

Is there any way to delete and organisation and remove all the clients assigned to the organisation?

We have had a two recent mysterious batchs of end users from particular email domains registered on the same day. To identify the volume of new users registered, an Organisation was created and set to add this domain to that organisation. Since no tickets have been raised by these users- and is probably not going to be - I need and easy way of removing them in bulk. Any suggestions?

I don't want to have to delete over 250 End Users by accessing the person documents and selecting delete from the drop down options.

 

January 13, 2014 03:58
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Laura D.
Zendesk

Hi Andrew, 

Good thinking to have them get collected into an organization. There isn't a way to bulk edit users of an organization, the closest thing we is a bulk delete tool that shows all of your end-users, though you can sort them by created date. One note, in your account the styling makes it hard to read the title of the tool but it is there - it's under Mange > People > on the right, the last bullet point in the lower right-hand box. 

If you want to block users with these domains from signing up for your Zendesk add their domains in the Customers > Blacklist menu. If a user with one of these domains tries to sign up for an account they will get an error message. Hope this helps, let me know if you have more questions!

January 13, 2014 12:14
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Fax Server

We have a customer, a hospital that has multiple practices that we support. They have one manager for all of the practices. We'd like her to be able to see all the tickets from all the practices. But she also needs to be able to choose a practice and see all of just that practices tickets. Is this possible and if so how? 

When all of their users submit tickets at the help center there is nothing in the users email address that identifies which practice they belong to. Is it possible to have a custom drop down field of their practices that they would have to choose at the help site. (not visible to people outside of their Org)

January 15, 2014 06:59
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Emily
Zendesk

Hi there!

Out of the box, custom ticket fields and ticket forms cannot be restricted based on Organization. However you may be able to mobilize your own programming resources to build this out. Here's a community tip that explains how to hide fields based on agent group. Similar logic would apply to the scenario of hiding them from an organization. 

January 17, 2014 16:27
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Brian Smrz
sdsus

Hello,

My question is how can you export a list of the current organizations and how many users or a total list of users into a report for viewing. I'm basically looking for a way to export all the current organizations into a report.

January 21, 2014 06:24
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Emily
Zendesk

Hi Brian, 

Our 'User XML export,' which is available at Manage > Reports > Export, will send you a list of your Users with their corresponding user fields (including Organization)

January 21, 2014 14:53
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Ian Mills

Hello, Hoping you can help, I have been going around and around with this, How can i accomplish the following:

Our business supports multiple Organisations, each Organisation could have more than one production sites. for example:

Organisation = American Express

Site 1 = Three World Finance Centre, New York

Site 2 = Brighton, UK

Site 3 = Data Centre, Phoenix

How do i make it so i have three 3 sites operating under the single organisation? i want to be able to assign users to the production sites rather than the organisation and in turn separate the sites for analysis and contract maintenance.

At the moment i can see no way to achieve this, which seems odd given the rest of the functionality Zendesk has. Although i would not be surprised if i am missing something obvious.

January 21, 2014 16:19
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Emily
Zendesk

Hi Ian, 

User tagging might be your best bet. For each customer who is in the American Express Organization, you could add a Site_One, Site_Two or Site_Three tag to their profile. Every ticket they submit from that moment forward will have the tag attached to it. You can then build reports around those tags. Our reporting is all still ticket-based, though, so it would only work for tickets submitted by the end-user after the tag had been added to their profile. 

If you ever just need to list out the customers with each tag, you could build a customer list that pulls one or all of the tags for the organization. 

January 22, 2014 14:08
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Kevin Hill
Crain

In the Web Portal, end users in a shared organization could subscribe to be CC'd on all tickets in that org. This seems to be missing in Help Center. Will it be added back?

January 30, 2014 08:28
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Laura D.
Zendesk

Hi Kevin,

This is not available in Help Center. I don't see a definitive 'yes' or 'no' from the Product team about this so I'm not certain if/when it'll be back. I know other customers have asked about this though so far there aren't any threads that I can find in the Product Feedback forum. Sorry I don't have a specific answer, I'll let you know if I hear of one. 

January 30, 2014 15:10
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Edward Voisin
U.S. EPA Office of Water

My question is ... can we auto assign ALL new users to the same Organization? Not sure if this is best practices, but our customer community is rather small and we set up a shared organization. Unfortunately, we do not know the email extensions of our customers, nor are they consistent. Our current method is for an Agent to manually set the Org value for new users. We only have the one Org and would like it to be auto assigned for new users. Can we use something *@* to indicate all emails??

February 28, 2014 19:12
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Khoa Le
Zendesk

@Edward,

Unfortunately, this won't be possible. The issue here that the domain field for organizations doesn't include an option for all domains to be included like the black-/whitelist. However, if your list of end-users is small enough, you will be able to add each domain to one organization, without much of a hassle.

March 06, 2014 13:48
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Brian Smrz
sdsus

When I am in an open ticket, I click on "Show All Events". This displays all triggers and animations for how the ticket is assigned and what notifications are being sent out. I've noticed on particular users, I see "Organization Subscription notification" with a user from the organization being sent an e-mail notification on tickets not assigned to him. How is this edited, setup or adjusted because I will have a contact user leaving soon thus he will not be required to see all tickets created. How is this adjusted for the Organization?

March 28, 2014 11:01
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Emily
Zendesk

Hi Brian, 

An "Organization Subscription Notification" is sent to End-users when they subscribe to their Shared Organization. By subscribing, the End-user is requesting an email whenever a ticket is created or updated under that Organization. As you may already know, a Share Organization allows all End-users within the Organization to see all tickets within the Organization.

Once the End-user in question is no longer a part of this Organization, their subscription is removed automatically and they'll no longer receive updates. You can remove the End-user from their Organization by visiting their End-user profile and removing the Organization listed there. If the Organization's domain is mapped, and you will continue to be in contact with that user, the best practice would be to suspend their account with the Organization email address, and have them create a new account to contact you with.

April 08, 2014 14:45
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Alex Rock

Hi, is there anyway in the API that I can add user to multiple organizations? Coz all I see in the API is organization_id in User, which only allow one-to-one relationship. Thanks

April 16, 2014 17:07
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Laura D.
Zendesk

Hi Alex, 

We don't yet support users belonging to more than one organization so this isn't possible through the API. 

That said, we have a beta in progress to do exactly this! If you'd like to sign up and find out more check out this article: https://support.zendesk.com/entries/28635688-I-want-to-be-part-of-t...

April 17, 2014 09:40
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Beril Becker
agilone

Hi -We created an organization but forgot to specify domain name. now we want to edit the organization to add the domain. Following the instructions here I went to Manage - People but we don't see an 'Organization' link here that we can go to edit orgs. I only see People and Users. What are we missing?

April 17, 2014 10:41
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Emily
Zendesk

Hi Beril, 

I was unable to connect an Zendesk account to the email address you used to submit this post, but it sounds like you may be an Agent and not an Admin. If you're an Agent, you will only see an 'end-users' link below the Search bar. Admins will see additional links below the Search bar, including one called 'Organization.' Let me know if you are an Admin and you're still not seeing that, or if the Admins of your Zendesk have any trouble.

April 17, 2014 15:40