Creating, managing, and using organizations Follow

Comments

36 comments

  • Avatar
    Chris Mccraw

    I am wondering how fine-grained the domain-matching is. I unfortunately don't have a test domain that I can easily set up to check this, so I am asking the collective wisdom:

    If I have an organization whose domain is abc.com, and I enter abc.com into the "auto-add users to organization" list of domains, and we have another organization whose domain is subdomain.abc.com with the same setting - will the initial abc.com (created first) soak up those subdomain.abc.com or will they fall through to the later group?

    Unfortunately I cannot change the structure of our organizations or the names - they come from SalesForce.

  • Avatar
    James Peterson

    Hi Chris,

    Thanks for reaching out. I just tested this in my account, and the domains match exactly. I set subdomain.domain.com as the domain mapping in one organization and domain.com in the second organization. When I created a new user with the email address user@subdomain.domain.com, he was added to the first org and a user created with email address user@domain.com was added to the second.

    Hope this helps! Let me know if you have any more questions.

    Sincerely,
    James Peterson

  • Avatar
    Scott

    It would be nice if we could give permission to agents to add organizations. This doesn't make sense to me to be restricted to administrators. In most small businesses, the administrator is going to be the business owner who is the last person who should be worried about putting customers into the appropriate organization.

  • Avatar
    Arturo (Edited )

    Although this HC says that "Administrators can add organizations, agents cannot" and that "Administrators on Team, Professional, and Enterprise can add and edit organizations, agents cannot", it seems that the option is available for agents too under the People section. It's called "Can add or modify groups & organizations."

    Could anybody update the article to reflect this?

    Thanks!

  • Avatar
    Jessie Schutz

    Hi Arturo!

    I'm not sure I quite understand what you mean here. Are you talking about custom user roles? If so, it's possible to create a custom role with the ability to add and edit groups and organizations, but custom roles are only available on the Enterprise plan. For all other plans, and for the standard roles that are included in Enterprise out of the box, agents are not able to add or edit organizations.

  • Avatar
    Jessie Schutz

    Hey Scott!

    Agents can add users to existing Organizations. It's just that the Organizations themselves will need to be created by an Administrator. Once your workflows are established, Organization creation is potentially not something that's going to come up all that often. Is there something in your workflow that's working differently?

  • Avatar
    Kshama Desai (Edited )

    Can I make a ticket private to users and agents under an organization? No one out of the Org should have visibility into the tickets. Someone, not part of the organization should not be able to pull it up by ticket#

  • Avatar
    Rebecca

    Hi Kshama- 

    For users are you referring to agent or end users? Most often, end users are managed in organizations and agents in groups in Zendesk. With groups you can then manage access to tickets and control what agents have access to based on group membership and how tickets are then routed to groups.  

    If end users, you can control ticket access in the organization profile. In the organization profile there is an option that allows users in the org to see tickets in their org in Help Center end user portal. 



  • Avatar
    Kshama Desai

    Hi Rebecca,

     

    Thank you. I am looking to restrict access to agents. We have agents assigned across groups.

    So at group level, it might be tricky. Can we restrict access at Ticket level, where we can assign access to agents by passing groups?

  • Avatar
    Rebecca

    Hi Kshama- 

    At this time it is only possible to restrict agent access to tickets based on the group membership and the ticket being in that agent group. Unfortunately access permissions are not granular enough at this time to filter at the ticket by ticket level.

    The best option would likely be setting up agent groups as needed; then setting agent permissions in the user profile to only allow access to tickets in the agents' group. You can also create triggers to ensure incoming tickets are routed to the correct group. 

  • Avatar
    Kshama Desai

    Thank you for the quick resolution. Qsn. If I choose to set up agent groups to restrict access, then would someone outside the group be able to see the ticket by typing the Ticket# in search? We are dealing with sensitive tickets: Claims/Dispute and resolution.

  • Avatar
    Rebecca

    Hi Kshma, 

    When agents can only access tickets in their group, search only returned tickets they have access to. All other tickets will be hidden; if they search a specific ticket number they do not have access to it will treat the search as the number itself not a ticket number and if they go to the url subdomain.zendesk.com/agent/tickets/### of a ticket they do not have access to, it will error and say "access denied."

  • Avatar
    Kshama Desai

    Thank you.

  • Avatar
    Michael

    Can you create an organization straight from a ticket, or chat client?  We need to manually create an organization everytime when we could do it just from the chat client and the old Zopim API.

  • Avatar
    Dan Duncan

    Is there a way to give an individual end-user permission to not only view all tickets from their organization but to also edit any ticket from their org?  We will typically have customers who want their admins to be able to view and edit all tickets from their org, but they do not want any other users int he org to have this ability.  

  • Avatar
    Meena Srinivasan

    Is there a way to suspend or deactivate Organizations. Our merchants need to be suspended because they do not want to renew their contract. However, we do not want to lose the tickets or information associated with the merchat. We would like to be able to suspend them. Let me know how I can do this.

  • Avatar
    Jessie Schutz

    Hey Dan!

    When you've set up an Org so that end-users can see all the tickets in that Org, you'll get the option to allow those users to also add comments to those tickets.

    This setting applies to all end-users in that org; it's not possible to restrict it so that all end-users can see the tickets, but only certain ones can add comments. I hope that answers your question!

  • Avatar
    Shannon Brown

    I'd like to see more nuanced role controls in regards to Org. Currently, there is only one checkbox to determine whether a role can add or modify Groups and Organizations. 

    I would like to allow certain agents to edit our Org fields, but do not want to give the ability to provision new Orgs, nor to add/edit Groups. 

    Let me know if you'd prefer this in a separate thread. 

  • Avatar
    Jessie Schutz

    Hi Meena!

    There's no functionality to suspend an Organization, only users. What's your use case here? Do you need to keep agents from using these Orgs, or is there something else you need? We might be able to come up with a work-around of some kind.

  • Avatar
    Jessie Schutz

    Hey Shannon!

    That's a really interesting suggestion! I poked around in the Product Feedback forum and didn't find any other posts about this functionality. I'd definitely recommend posting your suggestion over there, to make sure the Product Managers see it. Make sure you include your detailed use case, as well. :)

  • Avatar
    Michael Oconnor

    Is it possible to create a view based off of an organization tag? 

  • Avatar
    Jessie Schutz

    Hey Michael!

    Tickets from a specific Organization automatically inherit that Org's tags. So all you need to do is set a condition in your custom view that tests for Ticket: Tags > includes at least one of the following > your Org tag here

  • Avatar
    Ido Hertz

    Hi,

     

    Is there a way to create a view by organization field? Example - I have a field under Organization for "Country". Can I create a view to see all tickets for all organizations in Singapore?

  • Avatar
    James Peterson

    Hi Ido,

    If using a drop-down field on the organization, you could use the associated tag in your view conditions.  So for all tickets created by an organization in Singapore, the 'singapore' tag should be added.  Then you can filter your view by all tickets tagged with Singapore.

  • Avatar
    Ido Hertz

    Thanks James! So the tag needs to be added upon ticket creation, right? it is not automatically added, no?

  • Avatar
    James Peterson

    Hi Ido,

    Organization tags will automatically be added to the ticket upon creation and also update.

  • Avatar
    Shannon Brown

    Hi Jessie,

    I did write up the use case, and there has not been any response since March. Can we please get some eyes on this request? 

    https://support.zendesk.com/hc/en-us/community/posts/115001229648-Role-Permissions-for-Groups-and-Organizations

  • Avatar
    Jessie Schutz

    Hey Shannon!

    Thanks for sharing that great use case! 

    Our Product Managers definitely see every post and comment in Product Feedback but, since they have a finite amount of time they can spend in the Community, they tend to focus on posts related to areas of the product they're actively working on. They just don't have the bandwidth to respond to everything, even though they'd like to.

    That said, I will definitely ping them and let them know that you follow-up on it. I can't promise that they'll be able to respond, but I'll get it back in front of them. :)

  • Avatar
    Lee Reichardt

    So, what happens if we have two organisations with matching names? 

  • Avatar
    Jessie Schutz

    Hi Lee!

    It's not actually possible to add an Organization with the exact same name as an Org that already exists. 

    That said, if there are minor spelling differences between two Orgs that have very similar names, I can see where that would lead to confusion. Each Org you create is actually give an Org id number (which you can find in the URL of the Org page in the agent interface), so that can help to differentiate in cases like that.

    Does that answer your question?

Please sign in to leave a comment.

Powered by Zendesk