Creating, managing, and using organizations

As described in About organizations and groups, how you set up your organizations depends on how you want to define your workflow and organize your users (both end-users and agents). Administrators can add and edit organizations, agents cannot.

On Starter and Regular plans, users can belong to only one organization. On Plus and Enterpise, users can belong to multiple organizations, up to 100. A user does not have to belong to any organization, however.

You can also watch this short video.

Creating an Organization (01:01)

Creating organizations

Administrators can add organizations, agents cannot.

To create an organization
  1. Hover over the +add tab, then select Organization.
    Note: Zendesk Classic: This procedure is not applicable. To add an organization in Classic, select Manage > People, then click Add Organization. Enter a name, tags, and information. Optionally, set up user mapping and group mapping and enable a shared organization (see sections below). Click Create organization
  2. Enter the organization's name in the Name field.
    Note: Organization names must be unique.
  3. Enter Email domains (separated by a space) if you want to set up user mapping.

    When you set up user mapping, users from these email domains will be automatically added to this organization when they submit a request for the first time or otherwise register with your Zendesk.

  4. Click Save.

    You can add additional information after clicking Save.

  5. Optionally, enter Tags.

    For more information about organization tags, see Adding tags to users and organizations.

  6. Select a Group if you want to set up group mapping.

    When you set up group mapping, an organization's tickets are automatically assigned to the specified group. This can be set up by an administrator.

  7. For Users, determine whether users in this organization Can view own tickets only or Can view all org tickets.

    Allowing all of the end-users in an organization to see each other's tickets is referred to as a shared organization.

  8. If you selected Can view all org tickets, you can select And add comments if you want to allow users to add comments to shared organization tickets.
  9. Enter any Details or Notes you want.

    The new organization is saved automatically, so when you are finished you can simply navigate away.

Administrators can view and manage all organizations clicking the Admin icon () in the sidebar, then selecting People. On the People page, clickOrganization.

Note: Zendesk Classic: Select Manage > People, then click Organization

Automatically adding users to organizations based on their email domain

Users can be automatically added to an organization based on their email domain when they submit a request for the first time or otherwise register with your Zendesk. This is referred to as user mapping and an administrator can set this up by editing an organization's settings.

To set up user mapping for an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. In Domains enter the email domain(s) (separated by a space) to set up user mapping.
    Note: Zendesk Classic: In the Map email domain to organization option, enter the email domain(s) (separated by a space), then click Update Organization.

    Your update is saved automatically, so when you are finished you can simply navigate away.

If you've added email domains to the whitelist (see Using the whitelist and blacklist to control access to your Zendesk), these domains will be automatically included in the list. Although whitelisted domains are included, they are not shown on this organization settings page.

Mapping a group to an organization

An organization's tickets can be automatically assigned to a group. This is referred to as group mapping and can be set up by an administrator.

To set up group mapping for an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. Select a Group from the drop-down list to set up group mapping.
    Note: Zendesk Classic: Under the Map organization to group option, select one group from the drop-down list, then click Update Organization.

    Your update is saved automatically, so when you are finished you can simply navigate away.

New tickets will now automatically be assigned to the selected group; however, business rules and agents may override this default group setting.

Setting up a shared organization for end-users

You have the option of allowing all of the end-users in an organization to see each other's tickets. This is referred to as a shared organization. This can be set up by an administrator.

To set up a shared organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. For Users, select Can view all org tickets, then, if you want to allow users to add comments to shared organization tickets, select And add comments.
    Note: Zendesk Classic: In the Shared organization section, select Enabled, and, if you want to enable end-users to add comments to the shared organization tickets, select Enable commenting. Click Update Organization.

    Your update is saved automatically, so when you are finished you can simply navigate away.

Instead of allowing all end-users in an organization to see an organization's tickets, you can grant this privilege to select end-users. You set this up in the user's profile.

To allow individual end-users access to an organization's tickets
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click End-users.
  3. Find the end-user you want to edit and then click Edit.

    Alternatively, you can search for the user.

  4. In Access, select Tickets from user's org.
    Note: In Zendesk Classic, in the roles section, select Allow access to tickets in end-user's organization, then click Save tab.

     

    Your update is saved automatically, so when you are finished you can simply navigate away.

Editing and deleting organizations

You can edit an organization's settings or delete an organization as needed. You must be an administrators to edit or delete organizations.
Note: When you delete an organization, any business rules or reports you set up using the organization you deleted will no longer function properly.
To edit an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. Make any edits you'd like.

    Your updates are saved automatically, so when you are finished you can simply navigate away.

To delete an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Organizations.
  3. Find the organization you want to edit and then click Edit.

    Alternatively, you can search for the organization.

  4. Click the Organization options arrow in the upper right, then select Delete.
    Note: In Zendesk Classic, click Delete at the bottom of the organization profile.
  5. Confirm that you want to delete the organization.

    Any users you assigned to the organization will no longer be assigned (since it doesn't exist anymore) and the organization will be removed from any tickets it was assigned to. Any business rules or reports you set up using the organization you deleted will no longer function properly.

Manually adding users to organizations

You can add users to an organization at the time they are added to your Zendesk or later by editing their profile. You can also include users' organizations when importing new users into your Zendesk in a bulk import operation. Administrators and agents can add users to organizations.

On Starter and Regular plans, users can belong to only one organization. On Plus and Enterpise, users can belong to multiple organizations, up to 100.

To add a user to an organization
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click End-users (or Administrators, or Agents).
  3. Find the user you want to edit and then click Edit.

    Alternatively, you can search for the user.

  4. Select an organization from the drop-down list under Organization.
    Note: In Zendesk Classic, enter an Organization, then click Update.

    Your update is saved automatically, so when you are finished you can simply navigate away.

You can change the user's organization at any time by editing their profile. End-users cannot change their own organization (administrators and agents can).

Restricting agents to an organization

One of the options you have for managing the ticket workflow and controlling the access agents have to tickets is to add them directly to an organization and then restrict their access privileges to that organization. You must be an administrators to set this up.

Note: If you are on Enterprise, you can restrict access to an organization for all agents in a custom role, but you cannot restrict access on an individual agent level. See Creating custom agent roles. To restrict agents in a custom role to an organization, create or edit a custom role and set ticket access to Requested by users in this agent's organization. You can restrict a custom role to one or multiple organizations.
To restrict an agent to an organization (Starter, Regular, Plus)
  1. Click the Admin icon () in the sidebar, then select People.
    Note: In Zendesk Classic, select the Manage menu, then select People.
  2. Click Agents.
  3. Find the agent you want to edit and then click Edit.

    Alternatively, you can search for the agent.

  4. In Access, select Tickets from agent's org
  5. In Organization, add the name of the organization, if there is not already one there.

    If you are on Plus, you can add more than one org, if you want to restrict the agent's access to multiple organizations.

    Note: In Zendesk Classic, enter an Organization, then, in the roles section, select Allow access to tickets in end-user's organization. Click Update.

    Your update is saved automatically, so when you are finished you can simply navigate away.

Regardless of the groups they belong to, agents will only have access to the organization's tickets.

Note: Notwithstanding ticket access restrictions, CC'ing an agent on any ticket lets the agent receive email notifications of all public and private updates to the ticket.

Creating views and reports by organization

Organizations can be used when creating views and reports (as well as business rules). Here are several examples.

Example: Creating a view of tickets by organization

A common use for organizations in a view is to monitor ticket activity.

This view displays unsolved tickets that are assigned to an organization called Customers.

Example: Creating a report of ticket activity by organization

Here's an example of a report that displays all ticket activity for several organizations.

Have more questions? Submit a request

Comments

  • Avatar
    Caitlin Davies

    I bulk uploaded several new users recently with email domains that were supposed to map to certain organizations automatically (per "Automatically adding users to organizations based on their email domain" section), but none of those users mapped to their respective organizations. What did I do wrong? 

    I did also have a field in the .csv to have them map to another bulk organization - maybe that confused the system? 

  • Avatar
    Caitlin Davies

    Never mind, I figured it out. Seems that users are only able to belong to one "organization." Is there any way to add them to multiple? If not please consider this my formal suggestion for such a feature. :) Thanks!

  • Avatar
    Anton de Young

    Caitlin, 

    Yes, that's true - a user can only belong to one organization. You might want to take a look at user tagging to see if that will help you do what you want to do. 

  • Avatar
    Caitlin Davies

    Yes that helps - definitely outputs the correct functionality. Thanks! 

  • Avatar
    Mike Blumenstein

    Is there a way to automatically add new organizations based on new users/tickets? I have the auto add function for the users to existing organizations, and the auto view other tickets set up... but I would like to automatically add a new organization based on each new user. If there is not an organization set up to add them to, I want one created automatically without the extra step of manually creating each and every one... I would be okay if it was simply their domain name @mangospring.com creates mangospring.com organization. I could always go edit them if I need to later, but I want then at least created automatically. 

    Mike

  • Avatar
    Alan Jiménez

    Is ticket sharing only available through the use of organisations? We are considering the possibility to allow all our end-users to see each others tickets (radical approach, I know!). Is the only possible way forwards with this to put ALL users in one group (many users from different companies) and enable ticket sharing for it?

  • Avatar
    Johan Danielsson

    How do I rename an existing Organization? Seems impossible. Do I really need to delete it and create a new?

  • Avatar
    Arnaud de Theux

    @Johan you can edit the organisation and rename it in the People> Organisations section.

  • Avatar
    Bradlee

    Is there a way to mass delete organizations other than via the API? The reason being is that I (wrongly) uploaded all of the Accounts from our Salesforce org into Zendesk not realizing how many of those Accounts are not actually customers and will likely never submit a case. I'm wondering if I could go through and delete a bunch of those specific accounts.

  • Avatar
    Adam L.

    Hi Bradlee,

    Unfortunately, there is not presently a way, other than via our API.

    We always value customer feedback and the feature request forum is one of the main ways we keep track of what our customers want in Zendesk. If this is a feature you would really like to see, I highly suggest posting it to our feature request forum here: https://support.zendesk.com/forums/1848-feature-requests

    Also, if you create an article, I also suggest subscribing to it, so that you will be updated anytime the article is.

    Thanks, and apologies that we could not provide you with a simpler option here!

  • Avatar
    Frojon Banwell

    Situation is with just one organization and set so that Users can view all org tickets...but not add comments.  My understanding is that there is a setting for End Users individually where they can be set to add comments to the org's tickets without turning on the ability for all users.  (Noting also that updates are happening dynamically with no "Update" button is site, but there is a line showing how long since an update was applied which is great.  Just does not match the documentation.)

  • Avatar
    Justin

    Hey Frojon: 

    There is no setting that will allow end-users to add comments to other tickets within their organization. If the organization is shared, and the end-user belongs to that organization, the user can automatically read shared tickets. However, if the organization is not shared, you can give individual end-users permission to read tickets within the organization. The following options are on the end-user edit page: 

    Allow access to tickets in end-user's organization

    End-users will be able to read tickets submitted by others in the organization.

    Note: If the end-user belongs to a shared organization then the end-user will always have access to tickets in that organization.

  • Avatar
    Frojon Banwell

    Hello Justin,

    Your reply is in conflict with the article above...

    Setting up a shared organization for end-users

    You have the option of allowing all of the end-users in an organization to see each other's tickets and to also make comments on them. ...

    Instead of allowing all end-users in an organization to see and comment on an organization's tickets, you can grant this privilege to select end-users. You set this up in the user's profile. ...   ???

  • Avatar
    Melissa Parsons

    I have the same question that Mike Blumenstein had earlier: In essence, "is there a way to automatically add new organizations based on new users/tickets?" For example, say it's the first time we see a post from an @kcmo.org user. Is there a way to have kcmo automatically become a new organization and automatically start mapping other kcmo.org users to that org? Thanks for your help!

  • Avatar
    Justin

    *Frojon: *We'll get that updated. End-users who belong to a shared organization cannot comment on other open tickets from users within the same organization. This also applies to the user if they're not in a shared organization, but have been given manual (profile) access to those tickets. Sorry about the confusion! 

    *Melissa: *Have you setup user mapping yet? See above: _Automatically adding users to organizations based on their email domain

    _With this enabled, if a new user from @kcmo.org sent in a ticket, they'd automatically be added to that organization.  

  • Avatar
    Jennifer Rowe

    Thanks Frojon and Justin. I updated the doc to say that users in a shared org can see each other's tickets (and I removed the part that said they could comment on them).

  • Avatar
    Melissa Parsons

    Thanks for your response, Justin! Though, my question was about having organizations automatically created when users from unknown domains send a ticket. For example, if it's the first time we see a user from @kcmo.org, it'd be great if a new organization could be automatically created for kcmo (and then of course, subsequent kcmo users would be added to that org). As this doesn't appear possible in the platform as is, is this a possible functionality using the API? Thanks!

  • Avatar
    Justin

    Ah, understood! We don't have anything in place that would recognize an unknown domain and then turn it into an organization. You'll have to do that manually for now. API functionality comes up short here as well. 

  • Avatar
    Melissa Parsons

    Thank you again for the quick response! That was exactly what I needed to know.

  • Avatar
    Frojon Banwell

    Thank You Jennifer and Justin!  Still learning the power and flexibility of the system and enjoying the process.

  • Avatar
    Mike Blumenstein

    Thanks Justin, (and Melissa for bringing this up again) we have a connector/module built for MangoApps, (our product and what we use to manage our Zendesk, conversation and dev tickets).. so even just an API to create the organization based on the email/user would be great and we can code that in ourselves. If you want to build that into the product itself as another check box from the auto add choices that would be even better. It would cut down on OUR dev time. :)

    I attended the 1st Seattle user's group last night at SEO MOZ :) and another user thought this might be available over API. Too bad. :( 

    Let me know!

  • Avatar
    Brian Kalar

    We have a customer that wants to change the fields that they see in the default view of an end-user.  It appears this is the organization_requests view.  How can we modify this default view and/or give them the view that they want?

  • Avatar
    Brandon K.

    @Brian: The views available to end users are a bit rigid and there is no way to create a completely customized view for them. If you tell me what your end user wants to see, however, there may be an out of the box solution that I can recommend for you.

  • Avatar
    Jean de Dieu Ndayisaba

    Hello. I've made a custom view for users without organization but still I see some users who do belong to an organization in the same view that I just created? Im a bit confused.

  • Avatar
    Jennifer Rowe

    Hi Jean, one of our agents should have followed up with you to get more info.

  • Avatar
    Lynda Thompson

    In our support routine, we have organizations with multiple locations.  The software at any particular location can vary based on where it is.  However, not all organizations have multiple locations.  How can I manage the setup and ticket information gathering such that if an organization has multiple locations, they are requested to enter for which location the ticket is.

  • Avatar
    Brandon K.

    Hello Lynda,

    If you want the location field to only appear for organizations that have multiple locations and not the organizations that have a single location, or if you want to take it a step further and have a specific ticket field for each organization with multiple locations that lists the specific location for organization, you could do that with some custom work to create conditional fields. This is not something in the product to start with, but because of high demand our services department has been able to create custom widgets for our users and have outlined the steps to create it yourself if you have the resources. I would recommend that you check out this article for how to build conditional fields yourself: https://support.zendesk.com/entries/21044816-creating-conditional-drop-down-lists-using-javascript-widgets If you do not have the development resources internally, you could email our services department at services@zendesk.com and discuss having them make it for you on a contract basis. 

    If that is all overkill, however, you could just create a single custom field by going to Manage > Custom fields and ask your users to state their location from a list or just type it in a custom field. You might get a few people who do not report their location or don't know what to put in the field, but this method would be a lot less work than the first.

    Hope this helps!

  • Avatar
    Edward Nelson

    Is it possible to send an email to all users assigned to an organization?

  • Avatar
    Brandon K.

    Hello Edward,

    There is no easy way within Zendesk to send out a mass email to an organization. One workaround that I can think of would be to use an email taget to send to a mailing list that then redirects the message to an entire organization. You can set up your email target by going to Settings > Extensions > Targets and then choosing Email target when creating a new target. Once you have a target set up, you will see an option in your trigger actions to 'Notify target'. Set your conditions to send an email to this target when you want, I would recommend adding a tag, and then set a rule in the external email account to forward to your desired emails.

    Hope this helps!

  • Avatar
    Princess

    How to edit or delete the email address of the end user and owner?

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