About organizations and groups Follow

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24 comments

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    Mario Valdes

    Hello! Quick question, up to how many users can be added to an Organisation?

     

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    Colin Piper

    @Mario, I am fairly certain there is no limit. Some customers have their Organizations representing support levels and they could have hundreds of customers in each. 

    How many do you need?

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    Mario Valdes

    I was just wondering. Thanks :)

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    Don Wood

    I'd like to get some clarification on Organizations. For my purposes, the setup is for a retail setting. We have client companies. Am I correct that I would create an organization per client/ customer company? Then end users (the client employees that are level 1 support) would be setup under an organization.

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    Colin Piper

    Don. Yes that would be typical.

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    Don Wood

    I have a question about assigning an agent to an organization. I can create a group and assign to an Org and an agent, i.e.

    Agent 1, assigned to Group Company A that is linked to Organization Company A

    This would require me to set up a group for each ORG. Can I do it this way:

    Agent 1 assigned to Group Agent 1. This Group assigned to many Organizations?

     

    The goal is for a ticket to come in for ORG Company A and Agent 1 gets the notice and assignment.

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    Jessie Schutz

    Hey Don!

    Groups aren't added to Organizations in the way that users would be. You set up your groups to support various organizations by using your triggers and macros to route those tickets to the appropriate group, but you don't need to set up an agent group to match each organization (unless you want to).

    So you set up Agent Group 1, and then set up triggers to assign tickets from Orgs A, B, and C to Group 1 when they come in.

    Hope that helps!

     

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    Joan Roda Vilella

    Hi,

    I have a question about groups and light agents. Is it possible to assign light agents to different groups? Example:

    Light Agent A to Group 1

    Ligth Agent B to Group 1

    Light Agent C to Group 2

    Ligth Agent D to Group 3

     

    We're considering on getting 8 full agents that had most knowledge on which answer needs to be given to the end user, but eventually they need support from other departments (approximately 20) on our company.

    We thought on a possible solution for this cases:

    1) we can create a light agent per department (can it be a group?)

    2) all full agents belong to all groups

    3) the agent chooses On Hold status assigns the ticket to himself and add CC to Light Agent

    4) Then create an automatism that once a light agent adds an internal comment the status of the ticket changes automatically to Pending Status letting the full agents know that they have enough information to answer to the end-user. That would allow us to track the change of status and time spend on each one.

    Are my suppositions right? Or am I not taking in consideration something?

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    Ken Treadway

    In a B2B setup, how are you handling gmail.com and outlook.com users?  As more and more organizations go this route, we are finding we have to manually go back and assign users to the proper orgs, and they are not auto assigned to the org via the organization mapping using domain.  We currently have over 10k users and 1100 organizations, and the prevalence of gmail and outlook are becoming unmanageable, yet we can't blacklist those domains either.

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    Jessie Schutz

    Hey Joan!

    Light agents can definitely be added to groups. Otherwise, I think your workflow looks okay!

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    Bob Burkhardt

    Is it possible for me to have some Organizations have access to create/view/edit tickets while others Organizations can only view community content (receive email-only support)?

    I am using an Organization Field called "Support Level" to define if a customer is receiving free or paid-for Support.  Only those flagged as paid-for would be able to manage tickets online.

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    Finnegan, Jean

    If we decide to go with single sign in, can we assign organizations on our own or will we have to accept what comes from the active directory?

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    Terry

     

    Hey Jean!

    When setting up SSO, the user organization parameter is optional. So if you aren't setting it with SSO you will have the ability to change it after the user is created in Zendesk. 

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    Benjamin Li

    Hi, I have created a new group in my Zendesk and trying to report on this group in Gooddata, but it seems the dataset for the attribute "Ticket Group" is not updated so cannot see this new group in Gooddata, anyone know why and can help me out? Need to report on this urgently! Thanks.

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    Jessie Schutz

    Hi Benjamin!

    There are two things that might be happening here. The first is that there aren't any tickets in that new group, in which case there wouldn't be anything to report on. The second is that Insights hasn't synced since the new group was created. Insights will sync daily if you're on the Professional plan, or hourly if your on Enterprise.

    If neither of those conditions exist and the info still isn't showing up in your reports, let me know and we'll dive a little deeper!

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    Aira Virtual (Edited )

    Hi!

     
    At our company we need to service two different groups of clients, who both require access to:
    - Contact Zendesk Button on Website with Search Function (linked to all content FAQ website)
    - Website with answers to all Frequently Asked Questions
    - Tickets
    - Chat (Preferably)
     
    Yet, both groups need to be managed separately and CANNOT view the content offered to the other group.
     
    We would like to avoid creating a separate account for each group. Is there any way we can manage both in the same account? If so, how can we set this up?
     
    Thanks in advance for your consideration!
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    Nicole Relyea

    Hi Aira - 

    It sounds like what you might be looking for is our Multibrand solution. Check out Multibrand Resources and see if this would solve your problem. 

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    Zlahjouji Bittitan

    Hello,

    So a user can be part of multiple organization and members of the same organization can see ticket open by each other. (If we enable the functionality, of course).

    Then, when a ticket is created by a user who is part of many organization, is the ticket assigned to one of this organization ? It could be harmful if users from organization A can see tickets from Organization B because user C is part of both.

    How do we handle this situation ?

     

    Thank you !

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    Frank Rizzo

    Is there a way to create "Organization" as a choice in the drop down menu of "Perform these action" when adding a trigger as a way to sending an email alert to our client that a ticket has been created based on an event from our monitoring tool.

    Or, if I create an end-user, assign it to its organization, can I include said organization with a Group and will the end-user/organization receive the email alert from the trigger based on me choosing that perticular group when I create the alert?

    Thank you

     

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    Nicole Relyea

    @Zlahjouji - When a ticket is created by a user who is part of many organizations, it will assign the ticket to their default organization. Users can only see tickets for organizations that they are members of. 

    @ Frank - I'm not sure with regard to the workflows you're proposing, but I'll see if I can get someone who knows more about that stuff to jump in and help you out!

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    Nicole Relyea

    @Frank - I just saw that you already reached out to support and got the official Zendesk word; hopefully some community members will have some additional suggestions for you. 

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    Alex Kim

    We are using Zendesk and have allowed a customer to view their organization's tickets. But they would like to be able to leave a comment, or add themselves to that ticket. Is this coming, or where can I make this feature request?

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    Nicole Relyea

    Hey Alex - 

    Those are things that your customers should be able to do. There are a couple of settings you'll want to check to enable this: 

    First, go to admin --> people --> organizations and click on the organization you want to edit. Then in the left-hand column under "users," make sure "can view all org tickets" is selected - which it sounds like you've already done. Next, in the drop down below that select "...and add comments." This should enable those folks to add comments to the tickets that they can view, and should enable them to add themselves to the ticket as a cc as well. They just need to click on the text box as though they're going to make a comment and the cc field will appear.  

    In your admin settings you'll also want to click  "tickets," and scroll down to the cc's section. Make sure that the "only agents can add cc's" box is UN-checked. This could be overriding the first setting if it is checked. 

    Try that out and let us know if it works or if you have more questions. 

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    Alex Kim

    Thank you Nicole. We tried to do that, but it appears if we do that, all users in the organization would be able to see each other's tickets. We only want those admins who have capability to view organizational tickets to be able to leave notes or cc themselves. Is there a way to accomplish this?

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