Ability to merge organizations

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211 Kommentare

  • Kirill Akimov

    Hi!

    Was this feature implemented or it is still a matter of the future?

    0
  • Matt Bagnara
    Zendesk Product Manager

    Hi Folks,

    My name’s Matt, I’m the new Product Manager for the Organizations team here at Zendesk. Thank you for all your feedback, I understand that this feature request has been outstanding for quite some time. While there are still some unknowns and complexity we need to work through, I’m pleased to confirm this item is now planned in our 2022 roadmap. 

    I have reviewed previous comments made on this thread and this will certainly help shape our direction, but I am also keen to hear any additional feedback and needs you may have in relation to merging organisations. Please feel free to continue to add your comments to this thread.

    I will be keeping you all updated on our progress as often as possible.

    Cheers,
    Matt

    ---

    Addendum from the Community Management team: We want to make sure you're all aware that product manager  Matt Bagnara is asking for feedback in a dedicated thread. Would love to hear what leads to you needing to trigger org merge, how often, and who should have access.

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  • James Hanley
    Zendesk Product Manager

    Hey Kirill Akimov, my colleague Matt Bagnara actually just updated this thread to mark this item as Planned.

    His comment is pinned to the top of this thread for reference.

    Cheers,
    James

    0
  • Robin Kelly

    This is so needed, the current work around is super time consuming!! If it could work similar to merge user, then all the associated endusers could be associated with the organization you are merging into.

     

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  • Tres Moore

    Darn it, came to this thread in need and was hoping this was live at this point. 

    Definitely something that would be helpful for my team!

    0
  • James Hanley
    Zendesk Product Manager

    Hey Tres Moore, I'm sorry it's not there yet, but we're definitely working towards it.

    My colleague @... is asking for feedback in a dedicated thread. Would love to hear what leads to you needing to trigger org merge, how often, and who should have access.

    James

    0
  • George Smith

    This feature would be very beneficial for my team as I have two teams using the same instance of Zendesk because in many cases, they have like customers.  One team, we charge for the number of complex questions we need to charge our customer over 50 questions and if we don't have the organizations correct, this could cause incorrect number of questions and give the customer a break on their expense.  If I can combine duplicate organizations, this would allow me to move the associated tickets assigned to them for reporting purposes and get a correct count and also reduce the number or organizations I have. 

    1
  • Phil Baker

    Hi @...

    What is the current status of this? The last update was January 20, 2022.

    Thanks,

    Phil

    1
  • Dave Dyson
    Hi Phil, there's no additional update at this time. This thread will be updated when our product team has news to share.
    0
  • Matt Bagnara
    Zendesk Product Manager

    Hi Phil Baker, we can't commit to a release date at this time, but the team is currently working on this. You can find a more recent post about org merge from me here. We're actively seeking customer feedback on this feature. Thank you!

    0
  • Mira

    Do we know WHEN in 2022? It's nearly August and we'd sure like to use this feature. :)

    1
  • James Hanley
    Zendesk Product Manager

    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

    0
  • Carlos Barahona

    Extremely disappointing that this feature is being pushed back 

    5
  • Nathan Cassella

    This is basic functionality. There's no reason this should be pushed back.

    2
  • Roda Anthony

    The first comment was created 10 years ago. Today, there isn't any update about the situation, we still cannot merge organisations on Zendesk. I think, this functionnality could be important for a lot of people using Zendesk, but i don't have the impression that Zendesk listen to us. I hope Zendesk will finally address this issue, with over 200 comments on this post, it's that the community really needs it!

    0
  • Benoit

    I too would love to have it.

    Raised in 2011 ! more than 10 years ago and still not released?

     

    1
  • Martin

    James Hanley wrote last year on August 18, 2022 “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.” As far as I can see there was no new update here. Can you please bring an update.

    1
  • Nathan Cassella

    What's the status on this, this is a feature that's more important than agent workspace

    1
  • James Hanley
    Zendesk Product Manager

    Hey Zendesk community, James here from the product team.

    I’m writing today to update this thread that Org Merge development is underway!

    We'd committed to building this capability in 2022, but unfortunately I announced a delay in August, however we’re now well and truly underway with a goal to launch a beta before the end of the year.

    The beta itself will have some limitations, for instance; only the Domain field will copy from the losing org to the winning org, and for performance and reliability, we may disable merging orgs above a certain number of org members and / or tickets. But these limitations will be removed as the capability matures to general availability.

    To help with our development, I’m calling on the community - what is the largest sized org (in terms of tickets and / or members) you’d need to merge? What is the oldest org you'd need to merge? What data does the winner need so that context is retained? Do your agents need to know of the merge?

    I'm looking forward to hearing your thoughts, and I’ll post in this thread when I have another development update.

    Thanks,
    James

    0
  • Anthony C

    Hello James,

    Regarding your comment:

    I’m writing today to update this thread that Org Merge development is underway!

    We'd committed to building this capability in 2022, but unfortunately I announced a delay in August, however we’re now well and truly underway with a goal to launch a beta before the end of the year.

    Can you let us know the latest status on this?

     

    0
  • James Hanley
    Zendesk Product Manager

    Absolutely Anthony C

    Development is underway. We have a prototype, but still quite a few gaps to address such as updating all tickets and org memberships from a losing org to a winning org as result of a merge.  We're also evaluating how an org merge impacts other parts of Zendesk. While there is still a bit of work to go, we're currently targeting an open beta in Q4'23.

    Hope this helps,
    James

     

    0
  • Michael Cardamone

    Thanks for the update James Hanley
    I have Orgs from 2014, with over 2k of tickets and 1k of users that I'd love to use this feature on. I'm looking forward to it. 

    0
  • James Hanley
    Zendesk Product Manager

    Hey Michael Cardamone this is fantastic to hear, the good news is you'll be able to merge this org into another one once the Beta is live.

    However, I would assume a lot of those 2k tickets are Closed, and during the Beta we won't be able to update Closed tickets. This is something we'll have once we GA, hopefully in the early new year.

    Thanks,
    James

    1
  • Michael Mulligan

    James Hanley,

    To answer your questions around largest and oldest, I'll share a couple examples. I would think it important to keep all information from both orgs.

    • Org ID 27797959087 Created : 119,641 tickets / 91,587 members
    • Org ID 25354765507 Created : 69,278 tickets / 57,101 members
    0
  • James Hanley
    Zendesk Product Manager

    Thanks Michael Mulligan, I'd love to understand how your two organization records got so populous? Is there a generic email mapping - such as gmail.com - or is there a different explanation?

    If you would like to discuss in a non-public forum, I'd be happy to reach out directly, just let me know

    Thanks,
    James

    0
  • James Hanley
    Zendesk Product Manager

    Hey Zendesk Community,

    I wanted to provide a status update on the product development of Organization Merge as my last update was way back in August.

    We now have a fully functioning beta experience for admins to merge two organizations into one, with a winner (retained) and loser (deleted), similar to how merging tickets and users works today.

    It will automatically transfers all users, open tickets, and domains from the loser to the winner, update the audit logs, and has an upper limit of 10k tickets or users that can be moved - and depending on concurrent usage, takes just a few minutes to complete.

    We're gearing up to launch as an Open Beta in the next month or two, which requires handling of error scenarios, race conditions, table locks, and comprehensive testing. 

    We're also working in parallel on the improvements to move the feature from Beta to Generally Available, notably updating closed tickets.

    We're looking forward to getting this into your hands as soon as possible, and in the meantime if you have any questions please continue to use this community thread.

    Thanks,
    James

    0
  • Mirek Kokes

    Hi,

     

    It's great to see that this is going to be implemented. I would like to definitely be part of the EAP/Beta for this James Hanley. Can you sign us up please? Thank you.

    0
  • James Hanley
    Zendesk Product Manager

    Hey Mirek Kokes,

    We'll be launching this feature as an Open Beta, meaning there is no opt in to gain access, it will be available in the product for all customers, restricted to Admins only, and labelled as a beta. 

    If you follow this community topic or our Announcements you'll get notified when it's launched.

    Hope this helps,
    James

    0
  • Clayton Waters

    James Hanley we would love to participate in the beta for this feature! 

    0
  • James Hanley
    Zendesk Product Manager

    Awesome Clayton Waters!  As an Open Beta you won't need to opt-in / sign-up for any early access program (EAP), it'll just be turned on in your account.

    We'll be dropping an important update on this in the next 2 weeks - please make sure to subscribe to the Announcements topic to get notifications.

    0

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