About organizations and groups

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53 Comments

  • Jessie Schutz
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    Hi Lance!

    That's exactly what I was going to suggest! I'm glad you got it figured out. :)

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  • Lefteris Klimentidis
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    Hello

    I would like to ask if there is a way to downgrade the role of an existing administrator. It seems that although another admin tried from people menu he could not change the role of an administrator. 

    Thanks

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  • Cedric Jacob
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    Hey guys,

    if you were wondering how to set a different signature for each group in Zendesk.

    My new Signature 4 Groups app might be helpful here.

    It allows admins to set one signature per group using any placeholders as well as HTML for formatting.

    https://www.zendesk.com/apps/support/signature-4-groups/

    Let me know if you have any questions. I wrote a small blog-post about the app here:

    https://www.cedricfjacob.com/viewpost.php?post=setting-a-different-agent-signature-for-each-group-in-zendesk

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  • Jessie Schutz
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    Hi Lefteris!

    I did some testing in my own instance to make sure, and yes. An Administrator can change the role of any other Administrator. The except to this would be if the Admin were trying to downgrade the Account Owner; the Owner is the only person who can promote an Admin to the Owner role, which means that no other Admins can change the Owner's role.

    I hope that helps!

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  • Bharath Kashyap
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    Hi Guys, 

    Am trying to Add "organization_department": via API. There are 3 different departments which are drop down option in User interface.. 

    Can somebody help me how to add those drop-down option by API call. 

    Am getting error as  below, i think i need to provide drop-down option

    "custom_field_values.base": [
    {
    "description": "Base Department is invalid (not a valid drop-down option)"
    }

     

    Thank you

     

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  • Marcin Dąbrowski
    Comment actions Permalink

    Hello!

    We are about to implement SSO for our Zendesk solution, with Providers (Companies registered in our system with multiple staff members) as Organizations. I assume those Organizations will be created on the fly when new ticket has been created by a user which has no track record in our Zendesk instance yet, right?

    Is there a limit on number of organizations?

    Once organization is created in the SSO flow, can we later assign particular users to it manually? They may be a case in which they would write us from different email addresses. 

    Thanks!

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  • Jessie Schutz
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    Hey Bharath!

    If I'm understanding you correctly, you want to update this field via API? If that's the case, I think your problem stems from the fact that the API recognizes custom fields by their field ID, not by their name. You can find more information about that in our Developer resources, here.

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  • Alexander Popa
    Comment actions Permalink

    Hi Marcin!

    Organisations can be created and updated via the SSO SAML assertion sent during the customer's authentication process. You can find more details, here.

    The only limitation in this case would be the number of organisations to which a user can belong - that's currently up to 300.

    You can also assign a user manually to an organisation from your Support account, at a later date. In this case, you would also need to ensure that the update is reflected on your server side, as well. I hope this helps!

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  • Vladyslav
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    Hi all,

    maybe you how's the ticket being assigned to the whole group redirects to a user in this group?

    e.g. Group A has Users 1,2,3 

    Once the ticket will be assigned to Group A

    What is the logic that determines which user will be assigned to the ticket?

     

    Regards

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  • Jessie Schutz
    Comment actions Permalink

    Hi Vladyslav! Welcome to the Community!

    The only time a Group assignment will automatically assign to an Agent as well is when a Group only has one Agent in it. If you have a Group with multiple Agents, any ticket assigned to that Group will be without an Agent assignee until someone in that group takes the ticket or assigns it to someone else.

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  • Vladyslav
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    Thank you

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  • Vladyslav
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    And actually I'm having one more question - 

    is there any option to create groups inside group?

    For example I want a group to have general privileges and certain sub-groups (inside general group) to have specific privileges.

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  • Nicole - Community Manager
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    Hi Vladyslav - 

    Groups do not have multiple levels. Your best bet would just be to create an additional group for the "sub" group and assign privileges that way. 

     

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  • Vladyslav
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    Thank you, Nicole

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  • Steve Shutts
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    Hello All,

    If I have 10 different customer Organizations and I am starting to open up the Chat function, I will be assigning a single agent per customer, to cover the chat messages each shift. If i only have the agents assigned to the Organizations they are servicing, will this ensure that the agents do not see chats or alerts from other organizations? I don't want agents falling over each other trying to service all of the chats. I'd like to make sure that they only see the incoming chats for the Organizations each agent is responsible for servicing.

    Let me know if i am on the right track or if there is additional setup to silo the chat messages coming in. I did see the departments and other setup items but if this can be as simple as I describe above, all the better.

    Thanks,

    Steve

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  • James
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    Hi,

    Please, how can i set up the following in about 3 countries:

    1. Country A, B and C

    2. Each country has its own Customers and Agents to attend to customers queries

    3. Each country to have level of customers like; High Value, Mid Value and Low Level customers based on usage and revenue

    4. Each country to have group of Customer Service Reps(CSRs) to asssit the level of customers. One CSR can support one or more customer level

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  • Jessie Schutz
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    Hi James!

    I'm not sure what you want to set here? Is it just Organizations, or are you looking for ticket routing, or something else?

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  • James
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    What should i set for the three countries? and what should i set for the customers for the three countries?

     

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  • Jessie Schutz
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    Hey James!

    I need to know more about the workflow you want to create before I can answer those question, I'm afraid. What are you trying to accomplish?

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  • Brian McGinley
    Comment actions Permalink

    We have end users who belong to multiple organizations. I wanted to set a trigger that, based on criteria in their description field, it would route the ticket to the correct organization. 

     

    Ie. If Comment Text contains One of the following words "NVCOM" Then->  perform action: set Organization to "Nevada Committee".

     

    But Organization is not a field that can be selected. Am I missing something or is there another way of doing this?  Most of these users are email based and are not logging into our web portal, so I would prefer to have a solution that would handle this.

    Thank you, 

     

    Brian

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  • Jon Daniels
    Comment actions Permalink

    Hey Brian!

    This would be a useful business rule action, but currently the organization can only be set when an end-user chooses the organization on the Help Center when submitting or updating a ticket, or when an agents sets the organization on the ticket from the agent interface.

    I found product feedback to be able to set the organization on a user using a trigger here, it's worth voting and adding your use case in a comment here:

    Ability to set Requester:Organization from Triggers

    There is also discussion in the comments on a way to set this using a trigger and a target, although we wouldn't be able to assist with any custom code solution.

    Hope this helps!

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  • Nomadic Hooligan
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    If I'm using zendesk as an internal helpdesk for a company is it possible to use organizations to seperate the departments? I'm sure that the domain part woulndt make sense seeing how its one compsny znd they're all on the same domain but I figured, to keep things organized why not use organizations.

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  • Devan - Community Manager
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    Hello Nomadic,

    So while this could be done to facilitate your need, I would recommend utilizing Multiple Zendesk Instances to organize this a bit more cleanly. I've gone ahead and linked an article below that describes in more detail how to accomplish this.

    Considering one or Multiple Zendesk Instances. 

    Best regards,

    Devan

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