Forums/Documentation/Zendesk basics

About organizations and groups

Anton de Young
posted this on April 22, 2011 11:20

Organizations and groups are used to manage your Zendesk users and the ticket handling workflow.

Each collection of users is defined as follows:

  • Organizations

    Organizations are collections of your users (both end-users and agents). Each user can be added to only one organization. The use of organizations is optional, but by arranging your end-users into organizations you can keep track of what those organizations are requesting. You can also enable users within an organization to see each other’s tickets. This expands visibility of the organization's support issues and should reduce the number of duplicate tickets.

  • Groups

    Groups can only contain agents. Agents must be assigned to at least one group, but they can be members of more than one. Groups can be used to support organizations.

End-users and organizations

Although you don't have to add your end-users to organizations, it can be extremely helpful in managing the workflow. First, let's define that we mean by end-user. These are the people that generate support requests. They are your customers in a retail setting and the employees that are supported by an internal help desk in a corporate setting (to name two common types of end-users). How you organize your end-users is entirely up to you; however, here are a few examples of how organizations can be used:

  • To support service level agreements

    You can create organizations that mirror the service level agreements that you've established with your customers. For example, your paying customers are guaranteed a faster response than those who use your free services and you want to distinguish between the two. Or, perhaps you've set up levels of support based on which version of your products and service levels your customers have purchased (for example: basic, professional, enterprise or silver, gold, platinum). You can create organizations for each set of customers and route them through the support workflow accordingly. You can then create business rules and reports to escalate tickets as needed and to track performance against your service level agreements.

  • To track and manage tickets by company

    Perhaps you sell your products to other businesses. You can create organizations for each of those companies to manage and track their ticket activity.

  • To manage requests based on email domains

    You can automatically add end-users to organizations based on their email domain. For example, you might have both internal and external end-users. You can create an organization for your internal end-users and automatically add them to the organization, based on their email domain, the first time they submit a request. The new request is then picked up in the workflow rules you've set up for that organization.

  • To support customers by location and language

    If you support organizations or individual customers across the globe, you can create organizations for locations and languages and then route those requests to agents that are co-located and speak the same languages.

  • To define access to forums

    You can use organizations to define who can see what in your forums. You might want most of your forums to be viewable by all your end-users but also create several just for certain groups of users (customers with premium service plans perhaps). Organizations allow you to do this. When you create a forum, it is by default viewable by everyone. If you want to restrict access to it, you simply select the one organization that you will allow to see it.

You can create organizations and add end-users to them manually, one at a time, or automate the process by adding users and their organizations in a bulk import operation.

Agents can also be added to an organization. You might do this as part of organizing the users in your Zendesk or to restrict an agent's access to only the organization they belong to (this is an option when setting the agent's privileges).

Once you've gotten organizations set up, they can be used in many ways in your Zendesk to manage your workflow. See How to use your organizations and groups below.

Agents and groups

Groups are only for agents and every agent must belong to at least one group. Like organizations, how you set up groups depends on your business needs and the support workflow you prefer. Here are some of the common ways that groups are used:

  • To escalate tickets based on complexity

    You can manage escalation by setting up a tiered support group structure. For example, you can create groups for levels of support based on factors such as urgency and complexity. By default, you could assign all tickets to the Level 1 group and then escalate them to Level 2 manually based on the technical complexity of the issue. The Level 2 agents (who may also be members of the Level 1 group) have the advanced technical skills needed to resolve the issue. For an example of this, see Escalating your tickets with groups

  • To support service level agreements

    As in the example for organizations above, you can set up corresponding groups to support organizations defined by service levels.

  • To provide support by expertise

    You can create groups based on expertise. For example, a company that develops both software and hardware might place the agents who support the software into one group and those agents who support the hardware in another. A custom field could be added to the support request form prompting end-users to specify the product they're seeking support for and this could be used to route the ticket to the appropriate group.

  • To support customers by location and language

    As noted above, you can set up organizations by location and language and then assign agents (or groups) to their tickets. Even if you didn't set up organizations for this, you can route to tickets to these groups based on the end-user's email domain (somecompany.fr, for example) or their language preference.

When you create groups, you can add existing agents to them. You can add new agents to one or more groups when you're adding them to your Zendesk. You can also bulk import new users and define their role as agent; you then manually add them to groups.

How groups support organizations

So how do groups support organizations? In the broadest sense, simply by becoming hubs of support for the tickets that are received from the end-users in your organizations. What group is assigned to an organization's tickets can be based on the many considerations outlined above (support escalation processes, security, co-location and language, and so on).

You can take a loose approach to this and just allow agents to triage and assign requests to groups based on their reading of the support request or you can create business rules to handle that automatically. See How to use your organizations and groups below.

You can also more tightly manage the workflow and create security boundaries by funneling tickets directly to agents who have restricted access. This means that they can only see the tickets that they are allowed to see. You can do this in two ways. The first is to add the agents to groups and then restrict their access to only those groups. You can also add an agent to an organization, which restricts their access to only those tickets that are submitted by end-users in that organization.

Note: In Zendesk, you'll see references to non-restricted agents. These are agents who have not been restricted in these ways and can access all tickets.

How to use your organizations and groups

Once you've got an organization and group structure in place, you can use it to manage the ticket workflow and monitor your Zendesk activity.

Here are some of the ways you can use organizations and groups in your workflow [this section will contain links to more detail]:
  • Automatically assign tickets received from users in an organization to a specific group (referred to as group mapping)
  • Map incoming new users to an organization based on their email domain (referred to as user mapping)
  • Allow users within an organization to see all the tickets in their organization (referred to as a shared organization)
  • Assign agents to support only one organization
  • Use organization as a condition in a trigger to automatically assign requests to a group or agent
  • Use a trigger condition to test for tags and then automatically assign requests to a group or agent based on those tags
  • Create macros that assign new requests to a group or agent
  • Create automations that escalate tickets to a group or agent
  • Create views by organizations or groups
  • Create reports by organizations or groups

Administrator and agent roles for users, groups, and organizations

Here's a quick overview of who can do what in your Zendesk to manage users, groups, and organizations.

Administrators
  • Add end-users manually (one at a time) or add many end-users at a time in a bulk import
  • Create and edit organizations and groups
  • Add end-users to organizations
  • Create new agents and add them to one or more groups and one organization
  • Limit an agent's access to one or more groups
  • Limit an agent's access to requests received from the organization that an agent belongs to
  • Set up email mapping (automatically map end-users from specific email domains to an organization)
  • Set up group mapping (assigning incoming requests from users in an organization to a specific agent group)
  • Set up a shared organization (allow all end-users in an organization to view tickets from all users in the same organization)
  • Create both shared and personal views by users, groups, and organizations
  • Create business rules (automations, macros, and triggers) that include groups
  • Create business rules (automations and triggers) that include organizations
  • Create reports that include groups and organizations
Agents
  • Add end-users
  • Add end-users to organizations
  • Allow end-users to view all the tickets in their organization (if the user belongs to a shared organization, then the user always has access to tickets in the organization)
  • Add themselves to an organization
  • Create personal views by users, groups, and organizations
  • Create macros to assign tickets to a group
 

Comments

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Francois Dechery
Cloud Bees

Hi Anton,

You propose 5 ways to use organizations in this article. This is fine but if, for instance, you decide to use Orgs to manage SLA, then you need to group your end-users in as many Orgs as service levels you have defined, for instance three orgs such as Silver, Gold and Platinum. Great, but once you have grouped end-users in three groups, you cannot use Org anymore to group end-users by company, although you would like, also, to let end-users of a same company share tickets withing their colleagues. In other words, each type of usage of Org is exclusive from each other in Zendesk today, because there is just one dimension (Org) which can only be used by definition for one type of usage.

It would be really nice to have Zendesk, once for all, accept the idea that support is complicated and requires a more sophisticated data model. Zendesk is very good tool and it would be really great if it would go to the next step and consider these elements (location, SLA) as additional data objects.

Thanks,

Francois

April 24, 2011 14:36
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Anton de Young
Zendesk

Thanks for the comments Francois. Excellent points. Since there a lot of ways to use orgs and groups I was just presenting some common use cases. I'll revise this to convey what you have pointed out. I'll also pass your suggestions along to product management. 

April 26, 2011 13:44
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Francois Dechery
Cloud Bees

Hi Anton,

Thank you for passing this to Product Mgmt. I know I am not the only one bothering Zendesk with this type of feature requests. If I did not think Zendesk was so close to deliver this, I would not spend time on this topic. But the bottom line is that, with the ability to add custom fields to Org on one hand, and the ability to use them in triggers and automation on the other hand, Zendesk would be addressing a whole new range of Enterprise support use cases. As I just said to Katie (Customer's Advocate), that's all we need. It's up to us (customers) to use the Zendesk API to fill these fields with data coming from other systems, be they our own web systems or CRMs like SF or Sugar, or Zuora for billing, etc. So Zendesk does not have to code all kinds of UI to manage this data. We just need the ability to add more columns in the Org table and be able to use them in triggers and automations. Then, as said to Katie, Zendesk will become NirvanaDesk. You're so close...

Thanks

Francois

April 27, 2011 03:43
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ross utting

I would like to see the one user - one organisation restriction lifted.  Support emails could be distinguished through the use of a key in the subject header (for users in multiple organisations) and where not resolved the user receives a reply requesting that they resubmit with the appropriate key included.  I am using single sign-on and always pushing back an organisation so I'm not sure of the wider implications of this request.

June 02, 2011 16:29
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Ivaylo Kalatchev

The ability to associate a single user with multiple organizations will help us a lot too.

June 15, 2011 13:00
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zeskns

thanks,very detail....

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July 05, 2011 19:38
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Terje Moglestue

Anton,

Thank you for some good advice. I think I am in the same situation as Francois.

On the organisation / company dimension if you like I would like to set some parameters. You could call them triggers if you like. It could be contract type, time zone, account code and more. When a new user is identified with that organisation the organisation parameters will then apply for that user. These parameters is then used by workflow. Assigned the ticket to the right group, apply the right set of SLA's and the never ending reporting.

Thanks,

Terje

July 06, 2011 09:27
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Spike

We also need the ability to add one user to multiple organizations.  We have client users who work for multiple clients of ours.  We use automatic login being passed from our software system so zendesk can recognize and login the user AND associate them to the organization they are with.  The organization then is linked to a group and we use automation to then assign the ticket to the appropriate agent.  

Thanks.

July 14, 2011 12:39
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Kelly Hoffer
Zendesk

Hi Spike, might our User tagging feature be helpful in some of the above cases? 

https://support.zendesk.com/entries/20201222-adding-tags-to-users-a...

July 14, 2011 16:41
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Spike

Hmmm... That might be something for us to consider Kelly, thanks.  I'm not quire sure on a first read how we'd set it all up.  Right now we have the API all programmed to work based on user and organization being sent over from our software system during auto-login...  I'll think about it and maybe submit a support ticket for help.  

July 15, 2011 09:49
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Bill Davis
solium

We have an identical scenario where we have end-users that work for multiple organizations (Legal / Brokerages and Financial Institutions) and they create support tickets on behalf of their clients at each of these organizations.

 

So when they submit a ticket  we are not sure what organization to route this ticket to as their email domain is the only item used to route it to an organization, so these fall to the suspended ticket area for manual routing or gets routed to the one organization that has that domain.

If there was a way to identify an end user and have that one end user mapped differently than other end users with identical domains.  For Example - If bill@solium.com is a lawyer working for Company A and Company B and Company A has the domain mapping of solium.com could we get that individual end user to not map to Company A, but into Company B instead?  But all other emails coming from solium.com would map into Company A.

October 13, 2011 12:39
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Max McCal
Product Manager

Hey, Bill -

You can't automate what you're describing, since there would be no way for us to know which organization to route the user to, but you can definitely change the bill@solium.com user profile so that it's a part of the Company B organization after it's been automatically assigned. You can always change a user's org manually, even when they've been automatically assigned to one based on email domain. This won't break the automatic routing, either.

October 24, 2011 13:48
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Bill Davis
solium

Thanks Max, so if User A is automatically assigned to Company A, then I manually update their Organization to be Company B, all future tickets will route to User A and Company B?

October 24, 2011 14:25
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Max McCal
Product Manager

In that situation, all tickets for User A would be identified as Company B's organization. They wouldn't have any connection to Company A any longer.

October 24, 2011 15:08
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Bill Davis
solium

Perfect, exactly what I am looking for, thanks Max!

October 24, 2011 15:17
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Gail Flynn
meteorcomm

Single user belonging to multiple Orgs would be extremely useful for our purposes, too... Any idea when this might be accomodated by zendesk?

November 18, 2011 11:31
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Max McCal
Product Manager

Hi, Gail -

I'm certain that our User Tagging feature ( https://support.zendesk.com/entries/20201222 ) can accomodate most if not all of the advantages you might get from having a user belong to multiple organizations. If you have a specific concern, please let us know and we can try to work out the right settings. Thanks!

November 18, 2011 12:21
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Gail Flynn
meteorcomm

Thanks, Max.

I'll open a ticket for assistance...

November 18, 2011 12:24
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Kim Dray

I have what I think is a simple question...we are a small company and only have two agents.  One is an admin and one is an agent in Zendesk.  The agent cannot see the organizations - only the end users.  Is there a way around this?

thanks!

November 29, 2011 13:43
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Jill Kaselitz
Zendesk

Hi Kim,

While agents won't be able to see the organizations listed under Manage > People, they should be able to see what organization an end-user belongs to within the 'End User' widget in tickets. If your agent is not seeing this information, please send us an email to support@zendesk.com.

November 30, 2011 10:52
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Aaron Pewtherer
Zendesk

@Kim After your Zendesk URL, add "/organizations" and your agents can see a list of all the organizations. (ex: youraccount.zendesk.com//organizations)

November 30, 2011 11:45
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Kim Dray

@Jill - Thanks.  He can see them that way.  It's not what I was looking for, but it's a work around.

@Aaron - Thank you!!!  That worked!!!  I have a question though, it seems like he's not able to search for a specific organization using the search function.  Is this normal?

Thanks again,
Kim

November 30, 2011 11:55
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Aaron Pewtherer
Zendesk

@Kim You're welcome. Agents are setup to specifically administer the endusers. Typically, Admins are setup to administer organizations, and the helpdesk. This is by design, as organization creation has the advanced ability to add map domains to organizations, and allow access to other enduser's tickets in a shared organization. Because of this, you would want this ability only for select people.

In your case, you may want to make trusted agents as Admins, if this feature is essential for their workflow.

November 30, 2011 12:03
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Kim Dray

@Aaron, I'm sorry, I meant he can't search for an organization using the link you suggested - is that normal?  (last response I promise...I don't want to beat a dead horse!!)  I understand the setup as is and why it functions that way.  Thank you for the info!

November 30, 2011 12:10
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Aaron Pewtherer
Zendesk

@Kim Although you cannot search for an organization, you can search for tickets, forums and endusers associated with an organization with the search reference "organization:###" More search ideas here: https://support.zendesk.com/entries/20239737-zendesk-search-reference

November 30, 2011 15:03
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Kate A.

I want to have new users from my site automatically added to specific organizations, but NOT based on domains.  All of our users will have different domains.  Is there anyway to use the API to pull information from our database to create more robust organization mapping?

December 01, 2011 14:48
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Max McCal
Product Manager

Hi, Kate -

It's certainly possible to set a user's Organization through the API, or even through SSO if the database you mention is one that users are currently authenticating through. You might take a look at our documentation for these two subjects here and here.

December 01, 2011 16:11
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Michelle Dunn

We'll have end-users submitting requests via email from many domains, and I'd like to have a default Organization for those people as we'll also have employees submitting requests. I've set up an Organization for employees that will automatically add people in our domain to the correct Organization, but I can't figure out a way to add the end-users with other domains to that Organization. Is there a way to do this? Can we use wildcards in the domain mapping field?

December 15, 2011 17:26
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Jill Kaselitz
Zendesk

HI Michelle,

While there is currently no option to automatically add miscellaneous end-users to 1 organization, please don't hesitate to let us know if you need assistance with setting up a workflow to manage these end-users in question. It is possible to set up a trigger that says if the end-user is not a part of this organization, then perform these actions. Feel free to email us at support@zendesk.com if you have any questions. 

December 22, 2011 12:02
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Michelle Dunn

Thanks for the reply Jill! :) I have figured out how to route the incoming tickets appropriately, but it doesn't seem like I can change the end-users' organization in a trigger. It's not a huge problem, but all of those end-users with no organization feel like loose ends. Please let me know if there's something I'm not seeing though! Thanks again for everything.

December 23, 2011 09:28
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Aaron Pewtherer
Zendesk

@Michelle You are correct, organizations can only be changed within a user profile. Alternatively, you can map organizations to endusers automatically with domain mapping when editing an organization, or you can use SSO to administer your enduser profiles as well (info:  https://support.zendesk.com/entries/23675367).

December 23, 2011 11:00
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David Hyman

I'd like to be able to setup a rule that would auto assign users to an org based on their email address.

For example:

Assign all users who are @amce.com to the ACME org.

Does anyone know how to do this or if it is possible?

February 02, 2012 15:15
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Spike

David Hyman, that is possible under the organization setup screen.  See the mapping field.  

February 02, 2012 15:47
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Anton de Young
Zendesk
February 02, 2012 15:59
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David Hyman

Anton

Thanks for the tip!

It turns out I placed an @ sign in the domain name field and that prevented the users from being automatically assigned!

February 02, 2012 16:11
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Jason Reynolds

Hey Anton,

I am wondering if it is possible to customize the UI for end-users according to their organizations, perhaps via org tags associated with individual css widgets or something.

This would be used to have an end-users own company logo appear on the help desk. We offer high level support on a highly customized basis for our clients and this would be a nice icing on the cake for them. My prelim research turned up nothing close to this option.

February 23, 2012 08:40
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Anton de Young
Zendesk

Jason, 

Something like that is possible but quite complicated. It requires custom JavaScript in addition to CSS. A better approach, based on your scenario, is to set up a multi-brand help desk (Setting up to manage mutliple brand help desks). That's a Zendesk Enterprise feature. If that's not a possibility for you, submit a ticket and someone may be able to help you with your customization. 

February 23, 2012 10:14
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Насонова Юлия

Hello 

We have two organizations to manage help on our site and we use remote authentication. 

Is it possible to automatically redirect users to the corresponded organization page after login ?

 

Thanks

February 28, 2012 01:26
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Aaron Pewtherer
Zendesk

@Насонова Юлия Although we do not have an "organization page," you can restrict your homepage to only show forums to specific organizations, or tags. When they login to the home page, they will only see the forums for authenticated people.

February 28, 2012 09:57
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Krish Seenauth

Hello,

I would like to make a tigger or automation so that any e-mails received at our helpdesk@company.com with OUR @company gets classified in the right Organization.

Also, I want external e-mail domains, such as @gmail.com or @hotmail.com etc. (Basically any non-@company.com) to be auto-assigned in an Organization I've created called "Company External"

I've been trying triggers and testing.. to no avail. Can you please provide a blue-print of the above that I could then tweak?

Thank you!

K

April 12, 2012 08:33
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Aaron Pewtherer
Zendesk

@Krish Organizations cannot be set by triggers or automations. They can only be set manually in the enduser profile, with automatic domain mapping inside organization profile edit page under "Mapping". API, Remote Authentication or Bulk Update via CSV.

April 12, 2012 09:06
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Rosa

BTW this is an extremely helpful FAQ. Thanks for the thorough yet succinct explanation.

April 25, 2012 13:11
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Anton de Young
Zendesk

Thanks Rosa. I'm glad it was useful to you. 

May 03, 2012 09:37
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Jeremy Grigg

Aaron or Anton,

Is there a way to filter out Users WITHOUT Organizations? 

August 13, 2012 13:14
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Aaron Pewtherer
Zendesk

@Jeremy: Yes. Use this ticket condition, "Organization...is...--" Available in Views, Triggers & Automations. There is no way to search your helpdesk for endusers not in organizations.

August 13, 2012 14:25
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Jeremy Grigg

Thanks Aaron. I was able to find the users without organizations by using the /users.xml and filtering by organization-id=nil.

August 13, 2012 14:28
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Aaron Pewtherer
Zendesk

@Jeremy: Oh right. I forgot to mention API options. Great find! :)

August 13, 2012 14:31
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Ben Klaus

Is there a way to add new fields to the Organization? We offer 4 products and would like to be able to associate the organization with each one that they have purchased. I considered using tags, but then it will add all the product tags to each ticket regardless of which product the ticket is for. Thx.

November 16, 2012 14:57
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Aaron Pewtherer
Zendesk

@Ben: Great idea. Not something on our roadmap. Endusers can only belong to 1 organization. Consider using a custom ticket field, and ask the agent to choose what the product the ticket is for.

Also, consider using the trigger condition, "comment text...contains.." or another condition that would automatically tag the ticket based on unique info. You can create a custom form on your Zendesk with a dropdown for product name, or use API to create a ticket with product.

November 16, 2012 15:46
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Maryann

I'd like to be able to "bucket" end-users into certain categories without them knowing or being able to see in their profile. What's the best way to do this?

November 21, 2012 14:01
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Aaron Pewtherer
Zendesk

@Maryann. Endusers cannot see what organization they are in, from their profiles. The will only see a "shared organization" tab if you setup the organization as shared, or individually in their profiles. You can skip using organizations, by only adding tags to enduser profiles, where tags get assigned to tickets after creation.

November 21, 2012 14:13
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Maryann

@Aaron, thanks! Will they see that they were "tagged" as something on the ticket? Will they see that they've been added to a specific organization on their ticket? Especially if there is a reply back and forth?

November 21, 2012 14:33
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Aaron Pewtherer
Zendesk

@Maryann. No, only agents can see tags on tickets. Organizations are not shown to the enduser, nor any ticket fields that are not visible to enduser either. Organization names can be included in the text of a ticket by using placeholders. 

November 21, 2012 14:40
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Matt Picio
janrain

Organizations are not shown to the end user by default, nor by any Zendesk-related setting.  If you have "inherited" your Zendesk from a previous admin, be aware that there may be customizations added which *do* reveal the Org name to your end users.  This is a major reason why the "assume identity" feature in Zendesk is so valuable.

February 28, 2013 13:36
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Jennifer Rowe
Zendesk

Ah, I've never heard of that. Thanks for sharing, Matt!

February 28, 2013 13:39
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Bruce Hoins
helpdaz

I will add that having a user in Multiple organizations would be very helpful for us as well. While you can restrict forums to a combination of organizations and Tags, I only see a way for organizations to collaborate on support tickets themselves and no option for tagging to do the same thing. One or the other or both would be extremely helpful. 

April 03, 2013 08:18
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Anton de Young
Zendesk

Bruce, 

This is a often requested feature (see https://support.zendesk.com/entries/12810-Users-can-belong-to-multi...) and we've planned to add it to Zendesk. 

April 04, 2013 13:52
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Bruce Hoins
helpdaz

Thanks Anton. I am, as I write this, the most recent poster in that thread as well. LOL. 

April 04, 2013 13:57
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Matt Picio
janrain

Not anymore.  ;-)

Are there any plans for tiered organizations?  An Example with a sample org and 4 users:

ACME Widgets (Adam) has 3 business units - ACME Europe (Boris), ACME NorthAm (Cindy), and ACME Asia (Dina).

Boris needs to see tickets submitted by Brian, Bessie, and Ben
Cindy needs to see tickets submitted by Charlie, Cora, and Chien
Dina needs to see tickets submitted by Dale, Dar, and Debbie

Adam needs to see all tickets submitted by everyone

Currently, Zendesk organizations don't support this model, which is a problem if your customer base encompasses multinational corporations.  Can Zendesk support this model in the future? 

April 04, 2013 14:04
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Brandon K.
Zendesk

Hey Matt,

Although we do not have the ability to provide tiered organizational support right now, the ability to have multiple organizations is on our roadmap and we plan to have it out later this year. In the meantime, you might be able to keep Adam in the loop with organization tags, a trigger, and an email target. If you created an org for Boris, Cindy, and Dina and put their respective departments in there you could give them insight into their direct reports by allowing them to view all tickets submitted by their organization. If you then put a tag on each of these organizations you could create a trigger that would look for tickets created with this tag present, or each update depending on how involved you want Adam to be. If you then set up an email target by going to Settings > Widgets > Targets you could instruct the trigger to send a message to Adam with the content of the ticket. Adam could then circle back with Boris, Cindy, and Dina to discuss any issues that he has.

I admit that this is a pretty shaky workaround, but hopefully it will work for you while our programmers work on coding the feature into our software.

April 18, 2013 12:30
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Samantha Lester
medapoint

I am not able to find a place to change an organization setting in Zendesk to make it shared so that the users in it can view one another's tickets. I know I have seen this before, but I am wondering if this is something I'm missing on the Help Center/new Zendesk? Any suggestions?

September 27, 2013 06:23
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Laura D.
Zendesk

Hi Samantha, 

You can still add users to shared organizations and make organizations shared in new Zendesk by going to the org profile and changing the setting; what's missing is the ability for end-user's to see that in Help Center. We are working on building that pice back in to the UI, I don't have an exact timeframe but it is an important priority. I'd subscribe to this thread to hear more about when it's back: https://support.zendesk.com/entries/25498973-Help-Center-Known-issu....

September 27, 2013 17:02
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Leigh Ahlgren
Ncsoft

One of the things mentioned in this article is "Create views by organizations or groups."  I know you can create a view based on the requester's Organization, but is there a way to create a view based on the Agent's organization?  I'd like to share views with Organizations the same way I can with groups (when you create a new view and select whether to make it personal, shared with a group, or shared with all agents).  Additionally, being able to share a view with multiple groups would be nice - is there a way to do that?

November 06, 2013 13:09
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Leigh Ahlgren
Ncsoft

Found the answer to my second question - not possible yet, but anyone else who wants to share Views with multiple Groups should add their support here: https://support.zendesk.com/entries/21383997-Views-Make-available-for-multiple-Groups

November 06, 2013 13:36
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Avi Warner
Zendesk

@Leigh, there isn't sorry (in reference to your first question). We generally look at orgs as containers primarily for end-users. You might consider creating new groups for your agents and basing your views off those. 

November 10, 2013 15:51
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Leigh Ahlgren
Ncsoft

@Avi

Yes, we tried doing it that way, but it resulted in a proliferation of Groups that made things unwieldy.  We have a lot of agents and support four different languages, so it would be nice if I could share (for example) a French view with only French-speaking agents by making a French Organization.  This would mean agents who don't speak French wouldn't have that view cluttering up their space.  

To do it with Groups we would either have to make 3 more Groups for every 1 we currently have (so we would have French Tech Support, Spanish Tech Support, etc.) or share all the language views with each current Group (so agents would have views for languages they don't speak cluttering up their sidebar).  Neither of these solutions is great, so for the moment we're sticking with the shorter group list and having every agent use a Personal view for their language-specific needs, but being able to use Organizationss for this would be a lot easier, cleaner, and more reliable.

November 11, 2013 15:19
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Emily
Zendesk

Hi Leigh, 

It sounds like personal views may be a great workflow for you, and I'm happy to see you found our Product Feedback forum for giving the multiple group view idea some traction!

In a Zendesk that has a Web Portal enabled, you can create shared organizations, which give all the end users and agents in an organization access to all the tickets in that organization. If you have Help Center enabled, rest assured shared organizations are on the roadmap. You can subscribe to our Announcements forum to stay tuned!

November 13, 2013 13:13
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Leigh Ahlgren
Ncsoft

I wouldn't say personal views are a "great workflow" for us.  They're a compromise we're making because it's the only way to get something approaching the functionality we desire.  They are less than ideal because we have to create them, then share the links with the relevant agents, and also trust that agents will not create/work from different personal views other than the ones to which they are assigned.

If we could share views with Organizations or multiple Groups, we could leave personal views off and not have these problems.

 

November 13, 2013 14:05
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Jordan Reed
extolerewards

I'm confused how to set the default group.  We've created two groups in our organization.  Whenever I do "Add... User" it lets me select the new user's name, email and role.  Then they are created always in Group #1 and I have to manually edit the user and move them.  How could I make new users created in Group #2?

December 02, 2013 16:37
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Emily
Zendesk

Hi Jordan, 

You are correct that the original Group created in your Zendesk becomes the default, which gets assigned to new agents as you create their profiles. While you can manually swap the Group via the agent profile, I understand how that could become time-consuming. I encourage you to submit your use case as a feature request in our Product Feedback forum. Our Product Development Team reviews this forum regularly.

In the mean time, you can rename the original Group so that it reflects your most used Group and minimizes the amount of Group-reassignment you have to do. 

December 03, 2013 11:32
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Steph Barnard

Hi - I'm setting up a client as an organization and need to give them login instructions. How do I know what URL to give them? Thanks!

December 10, 2013 07:53
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Mandy Howard

Hi, I have a customer who I want to create specific support articles for in the forum/knowledge base. The user has used our support site in the past. What is the best way to put this customer in a group (org name) and create support articles that only this group can see?

December 11, 2013 12:54
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Emily
Zendesk

Hi Steph, 

If you send your end-users to the Zendesk subdomain you originally created, they'll see a "sign up" link in the upper right corner. Going forward, if you want all end-users who are added by agents to your Zendesk to receive the welcome email when they're added (which would give them a prompt to create a password), one of your Admins can visit Settings > Customers and check the box to "Also send a verification email when a new user is created by an agent or administrator."

December 11, 2013 12:57
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Marci Abraham
nrocnetwork

I've been a Zendesk admin for a few years now, but today is my first rather extensive use of the Manage >> People >> Organizations feature (in new Zendesk). I'm frustrated! Hope to provide some feedback that will be useful if this feature is ever upgraded.

I am trying to go through my organizations manually to put in a new tag for some users. 

  • when I click on "Manage >> People" and do a search in the main search box, searching does not seem to bring up organizations, only users
  • if the organization has no users, then I get "no results"; if the organization has users, I can get to the organization by clicking the org name in the user entry (this isn't terrible, it's just misleading because I think I'm doing a global search on all users, orgs, groups, etc. on the main page....with the option to drill down if I want to be more specific)
  • if I click on "organizations" (below the search box), then I can find the organizations themselves 
  • if I click on an organization to edit....a new tab opens...and I have to click the "gear" icon to get back to the search (from a workflow standpoint, it would be nice to close the org's tab, and be back where I was so I can click on/edit another organization)
  • so I click on the gear icon, and here's the worst part...the page refreshes, back to the MAIN search box :P In order to get back where I was, I have to click "organizations" and then start my search all over again.
  • And in this case, since I'm actually unable to search the for the parameter as a negative (I want all organizations without a certain tag) I have to remember what page of result I was on, and click the page number.

I've ended up doing this in two browser tabs, which is helping a little bit. But it would be nice to see these issues addressed....especially the refresh when I click on the gear icon. That should just stay right where it was.

Thanks!

December 30, 2013 14:58
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Laura D.
Zendesk

Hi Marci, 

Thank you very much for the detailed feedback - this is an area we want to improve since, as you point out, there are places where the workflow breaks down. 

Until improvements can be made I think the global search (the magnifying glass in the left navigation pane) is probably your best bet - when you click on results in the search page they open a new Zendesk tab which can be left open while you click back to the magnifying glass to see your other search results. I think, in fact you may have already done this, but just in case anyone else is wondering :)

January 06, 2014 16:47
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Mats Henricson

FYI, these are now dead links:

http://www.zendesk.com/support/api/remote-authentication/
http://www.zendesk.com/support/api/organizations/

There are links to these documents in the comments sections above.

January 28, 2014 00:04
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Laura D.
Zendesk

Thanks for the heads up Mats, I'll update the links!

Remote Authentication has been deprecated for JWT authentication, details are available here: https://support.zendesk.com/entries/23675367.
If you're a Plus or Enterprise customer you also have the option to use SAML, details are available here: https://support.zendesk.com/entries/514714.

Information about accessing organization data via the API is available here: http://developer.zendesk.com/documentation/rest_api/organizations.html

Generally, we've consolidated much of our technical documentation at http://developer.zendesk.com

 

 

January 28, 2014 09:18