Ability to merge organizations
Nicht geplantWe absolutely need the ability to merge organizations much like you would merge users or tickets. It is not uncommon for one of our customers to acquire another customer or for a company with two different business units that had separate purchases to ask us to merge their accounts and manage as one unit. Zendesk does not seem to offer the ability to merge at this level.
One possible (but ugly workaround) is to re-link all users from the disintegrating organization to the surviving organization and then either "delete" or somehow mark inactive the account that is being consumed. Zendesk should provide this capability with the full understanding that all activity and history is merged and only one account will survive at the end.
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Offizieller Kommentar
Hello Zendesk Community,
I'm writing to you today to bring you an update on the progress of Organization Merge.
After considerable effort, we have made the difficult decision to pause further development on this capability.We didn't reach this decision easily, Org Merge remains a capability that we want to enable, however at this point in time, we are prioritising improvements elsewhere in our product, such as in Agent Workspace, Messaging, and Sandbox to name just a few.
It's extremely difficult to choose not to build something, but ultimately we believe this decision will result in a better overall experience of using Zendesk.
Org Merge remains an item in our stack rank, and we will reassess early next year, and will bring you an update at that time.
We will also leave this community thread open for further upvotes and comments.
Thanks,
James -
I would like this too!
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Adding my 2 cents also for support for this 'merge' feature/ability. Sad to see the date of this original request, very well stated, was 2 years ago. My workaround for now is to rename an organization, but if the system would allow it cleanly, then reporting would not be split between two names and 'corrupted.'
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Is this even on the roadmap?
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There's no immediate plans to build functionality for merging of Organizations. It's a feature that makes a lot of sense, though.
By merging, would one expect that all users and all tickets from the source Organization are moved ("merged") over to the target Organization?
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Jake, I would expect the requirements to match those of merging Users, yes. At least for me anyhow.
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You can already move all of the users by deleting the Domain from one and adding it to the other. Unfortunately this does not move the closed tickets.
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I need this functionality also
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Me too.
One problem I see is that "closed" tickets can't be altered. I've just noticed this week that some tickets were submitted by users *before* they were properly associated with an organization. And now, those ticket are stuck in limbo, and not viewable with the rest of the organization's tickets....and they can't be changed. I would imagine this will be a problem when merging organizations as well.
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I would like to see this also and the ability for everything including closed tickets to move over. In our case some time 1 client merges with another and we need to do this Zendesk.
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I'd like to see this added too
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I have a few duplicate organizations in our system right now and would love to be able to easily merge the two together so that I have all of the ticket history and contacts tied to the right org.
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We would also highly appreciate this functionality as it would save a lot of headaches....
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This feature would be very helpful to us also.
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This would be helpful for us as well.
What about this as a solution: Lets say we have a "bad" org that was created on accident with junk data in it and a "good" on with all of the proper data. We want to see the tickets in the "bad" org in the "good" org when we look it up. Could ZD possibly make a way to automatically create "follow-up" tickets for all of the closed tickets from the bad org in the good org and mark all of those as closed (while circumventing triggers and automations). Then we would have a reference to all tickets in the good org. And I know I'm asking for a lot, but it would also be great if there could be a way to archive "bad" orgs and only have them show up in search results if we tick a box that says "include archived".
Pragmatically, since I have this issue right now, what I'm doing is just re-naming my bad orgs. I keep the Org name but tack on something like "DO NOT USE" in the name so our agents know which one is the accurate org for current use.
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+1
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please make this possible!
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This would also be very useful for us
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Jake, yes, that's how it should work for us as well.
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+1
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+1
especially when working with external CRM systems and organizations get merged all the time like in Salesforce.
Once a ticket is closed it is stuck under the "old" organization. You will not get a comprehensive view of all issues for "one" organization.
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I need this too, when is this going to be done? The original request is from 2011. Thanks, David.
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I agree I could totally use this functionality.
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We could use this too. I see the request is only 3+ years old so I guess we've got another 3+ years to wait to see it?
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+1
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I guess it's about time for my yearly update on this fabulously good idea. And hopefully this week I will also send a note to our ZD Account Manager to see if we can get traction and/or action there.
To spec it out further, stating our business needs, and why: We misspelled a customer's name and if I merely correct it, it creates a whole new organization. We have at least one other situation where a customer subaccount should Not have been given its own ZD Organization, so now it exists independently in the system. If I could merge them completely, their information would all be back together in one place where they should be. These may be self-caused issues, but the reason doesn't really matter. I saw others post that if one of their customers buys or otherwise merges with another, then they too are stuck in ZD separately. How annoying !
For us, this need is driven in large part by GoodData reporting, not just convenience. Once I pull a spreadsheet, I have to go in and manually merge data from two accounts and that is a drag and creates another opportunity for error, especially if someone else unfamiliar with the situation was asked to do this (new employee?).
Yes, even closed tickets should be brought along in a merge account action. If we cannot do it ourselves as Administrators, can ZenDesk do it for us?
I believe this topic is more important to more people than this conversation thread may indicate.
Charlie Fellenbaum
September 03, 2013 11:45
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+1!!
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+1
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Right now we have closed tickets in two orgs which are for the same company.
This feature would allow us to give our subscribers a more unified view of their data.
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Yes. this feature is needed urgently.
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