Creating, managing, and using organizations

Have more questions? Submit a request

65 Comments

  • Lee Reichardt
    Comment actions Permalink

    Hi Jessie,

     

    That doesn't help a lot when we are pushing organisations from our system over to Zendesk. It seems strange that you wouldn't allow Orgs to have the same name when there are plenty of organisations out there that have the same names. Especially if your target is smaller business (In NZ, this is 1-5 people business). Generally, they take their own name as the business, and there are often duplicates.

     

    So when they log in to their Organisation portal, their Organisation name will be slightly differnet to what is truely is?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Lee!

    Thanks for sharing your use case! I can definitely understand where you're coming from on this. 

    This happens a lot with customers who are supporting several franchises of the same business. I know other customers who run into this situation will use the business name but also add the business location (or store number, some other unique info) to show the difference between each Org. It seems like a good solution; the customer sees their proper business name (plus the extra info), but the extra bit of info helps agents differentiate between the different Orgs so that tickets and users don't get added to the wrong one.

    0
  • Lee Reichardt
    Comment actions Permalink

    Hi Jessie,

     

    I can appreciated work arounds as we ask our clients to do this many times, but if you say this happens a lot, then obviously re recognise that it's a common occurrence, as should anybody who works in any sort of industry, and in that case, why is it a restriction? You have domains and other information added to Orgs, so there are plenty of other ways to ensure tickets don't get added to the wrong one.

    0
  • Daniel Blanco
    Comment actions Permalink

    Re-surfacing Dan's earlier comment:  is it on the roadmap to allow specific individual users to not only view their tickets but also edit a comment?

    I can't think of any even moderately sized organization that would want every user in that organization to have ticket edit access (sounds pretty chaotic!); more normally there are a few super-user admins who would be using this feature.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Daniel - 

    Thanks for your question. Creating the functionality to edit comments is not planned for development. This is a feature that has been deeply considered and broadly debated, and we have ultimately decided not to go down that road as it creates a number of complicated problems around maintaining a System of Record. 



    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Lee! 

    I definitely see what you're saying here. Routing tickets isn't the only consideration with this, though. Having Orgs with the exact same name will cause confusion on the part of agents who are trying to figure out what Org they need to select when they're working with tickets. It would also cause confusion when trying to report on tickets or users from different Orgs - without some differentiating information in the name, there'd be no good way to tell what you were looking at. There are probably other considerations that I'm not thinking of, as well.

    I can see that you feel strongly about this, though! I took a look at our Product Feedback area and didn't see any posts about this particular idea, so I'd definitely encourage you to head over there to share your suggestion and use case. This will give other users the chance to add their votes and use cases as well, and ensures that our Product Managers will see your feedback (even though they're not always able to response, they see everything!).

     

    1
  • Ted Tsuchiya
    Comment actions Permalink

    For a user I set "Can view all org tickets" but I don't see where you I can "then select And add comments or but not add comments to determine whether they can also comment on org tickets." as you state above.

    0
  • Ted Tsuchiya
    Comment actions Permalink

    I see my error - I was referring to the setting in the User's settings not the Org. If I set the end user setting to "Can view all org tickets" is it the setting in the Org that determines if they can or cannot add comments?

     

    0
  • Frojon Banwell
    Comment actions Permalink

    Hello Ted,

    This note from above might help:  Important: There are organization access settings in the user profile and in the organization itself. If the settings are in conflict, the more permissive setting overrides the less permissive setting.

    I must look into this myself as what I am finding does not match how it was configured years ago.  And, I see my Time Zone is American Samoa rather than USA Pacific, and I have seen other incorrect settings....

    Frojon Banwell

    0
  • Ted Tsuchiya
    Comment actions Permalink

    For the end user there are two settings - "Can view and edit own tickets only", "Can view tickets from user's org". The latter isn't exactly specific about write access so it isn't clear if this is more permissive than the org setting of "Can view all org tickets, but cannot add comments". I want the end user to be able to see other tickets but not comment on them.

    0
  • Frojon Banwell
    Comment actions Permalink

    My settings for the Org are Can view all org tickets, but cannot add comments, while the setting for the User is the Can view and edit own tickets only.  I believe this might be a bit more complicated than it was years ago when I first created.  However, I believe the combination still allows everyone to see all the tickets in our Org, and only edit their own or if they are in the CC.  Since  I think something is slightly different I do need to confirm all is as I expect!

    0
  • James Ryan
    Comment actions Permalink

    Is there a way to automatically assign tickets to an Organization based on it's Brand? Currently it seems to be based on the domain of the requester. However, we have certain support email addresses set up and associated with specific brands, and we'd like all tickets received at those email addresses to be automatically assigned to specific organizations.

    0
  • James Sanford
    Comment actions Permalink

    Hey James!

    I know we've spoken about this elsewhere, but since this response is public I do want to make sure I am being clear about the verbiage being used here.

    - Tickets are associated to an Organization by the Ticket Requester.  

    - The default options available to set the Organization of a ticket via Business Rules can only update the Organization to one that the User is already associated with.

    - When a ticket is created it will automatically be associated to the primary Organization of the Ticket Requester (for Professional and Enterprise accounts that have "Allow users to belong to multiple organizations" enabled).  The options to set Organizations in Business Rules will generally only be applicable to these types of User's requests.

    Organizations are generally intended to associate Users who are actually part of the same company.  Although there can be legitimate use cases for using Organizations for other purposes, these are not common and there are often going to be better methods of achieving affiliations for customers to a product or brand.

    We would not generally recommend associating Users to an Organization systematically outside of the User Mapping option that we already provide.  As a companies email domain, such as zendesk.com, will only be available to legitimate members of that company these can be considered to be vetted for security by the company providing them.  Associating unaffiliated individuals to an Organization, such as those with a publicly available domain such as gmail.com, or in your case based on the email address they are contacting presents a security risk.

    - If you were to allow any Users in that Organization to view all Organization tickets, then you could be exposing customer information to anyone who you have granted access to that Organization's tickets.

    If you wanted to affiliate customers to your brands my recommendation would be to look into User Fields (Adding custom fields to users).  User Fields can be set via Business Rules which will give you a lot more freedom to build your workflows around these.  

    It sounds like the best way to proceed here will depend on the workflow you wanted to set this up for.  If you wanted to post that publicly I'm happy to follow up here, or if you preferred we can also discuss this privately in a ticket.  I look forward to further assisting!

    0
  • Becky
    Comment actions Permalink

    I would like to see the privileges broken down into separate tasks. The privileges lump too many functions together. In particular, this checkbox:

     Can add or modify groups & organizations

    Groups categorize agents while organizations enable you to segment your end-users.

    There should definitely be a separate task for edit vs. create/delete of organizations. It also seems like there should be a separation of groups and organizations.

    0
  • Samik Shah
    Comment actions Permalink

    Is it possible to auto create organisation based on the domain name?

    0
  • Jessie Schutz
    Comment actions Permalink

    Welcome to the Community, Samik!

    It's not possible to automatically create an Org, but once the Org is created you can set it up so that all users from a specific email domain are automatically added to the Org, which you've probably seen in the article above.

    Hope that helps!

    0
  • Mike Blumberg
    Comment actions Permalink

    Zendesk Team,

    On February 24th, 2017, Meena asked a question about deactivating organizations without completely deleting organizational data.

    1. Is this still true? Can you still not deactivate organizations in Zendesk?
    2. What is Zendesk's proposed work around that will allow us to keep organizational and linked ticket data, but remove organizational or user access to the support platform?

    We are a B to B company that needs the ability to remove access to our support portal for customers (organizations) and users without completely deleting this data. I presume this to be similar for any other SaaS or subscription model businesses that use Zendesk. 

    1
  • Jon Daniels
    Comment actions Permalink

    Hey Mike!

    As Jesse mentioned in her response to Meena, organizations cannot be suspended, but only because they are a value on the ticket and the user, not a place that users live inside.

    You can certainly suspend all the users of an organization!

    Suspending the users would ensure that you keep their ticket information while still preventing them from creating new tickets or viewing the tickets they have already raised.


    I recommend reading through this as a refresher: Zendesk Agent guide - Suspending a user

    If you run into further issues as you do this, let us know!

    1
  • Mschrijnder
    Comment actions Permalink

    Somehow we managed to have one organization set up twice. With slightly different names though. Unfortunately none of the two was setup with a domain.

    Now both have users set up with closed tickets linked to them.

    How do I move all users to one organization bringing all tickets with them?

     

    Thank you

    0
  • Jon Daniels
    Comment actions Permalink

    Hey Mschrijnder!


    Once the tickets are closed, all of their qualities are frozen, including historic organization names.

    There is more information regarding this here:

    Why is the ticket organization not being updated for closed tickets?

     

    0
  • Crystal Eidson
    Comment actions Permalink

    I'd like to set up a trigger to cc certain tickets to members of an organization. All the settings, as far as I can tell, only allow me to cc tickets to agents.

    0
  • Luis Chavez
    Comment actions Permalink

    Hi everyone!

    Quick question, if we need to rename an Organization, how will this affect our ticket data, reports and our triggers? I know orgs have a unique ID so not sure if renaming an org will affect open requests or how would it affect closed ones given that they can't be modified. 

    Thanks,

    Luis 

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Crystal!

    It's not possible to use triggers to add end-users as CCs on tickets, but you might be able to set something up using an external target. We have an article about how to set up external targets here.

    0
  • Sahar Padash
    Comment actions Permalink

    For the shared organization, is there a way to give a single user access to view all org tickets AND add comments.

    I only see the option to give add comments permission on the org level, and i do not want ot give the entire org that permission.

     

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Sahar!

    You can manage this from the profile of the individual user. Go to the user profile in Support, and you'll see a drop down menu labeled Access toward the top of the left column:

    Select Can view tickets from user's org. This will allow them to see all tickets from their Org and, as long as the ticket they're viewing isn't in Closed status, they will be able to add comments and CCs to any of those tickets from their own My Activities section in Help Center.

    0
  • Lisa S
    Comment actions Permalink

    Hello,

    Is it possible to detect users within an Organisation and differentiate between End Users and current Agents? Basically, we have an Organisation of almost 1000 users, however, almost 900 of these are past staff (therefore, not current instance agents).

    I'd love to separate these out so that the Organisation only contains current Agents and would sub-Organise the previous team members.

    Any advice would be much appreciated.

    Thanks!
    Lisa 

    0
  • Gab
    Comment actions Permalink

    Hi Lisa!

    A workaround that I could suggest for this is to perform a search using the organization name as keyword. In the search results, go to Users tab to see all users under the organization. There will be a column showing the user role.

    The not so good news is you cannot bulk edit the users from this view. You have to manually go through each one and edit the organization from the user profile.

    0
  • Lisa S
    Comment actions Permalink

    Hey Gab,

    Thanks so much for that.

    I found that I was unable to change the organisation name of an existent member; could this be due to the domain name being attached to the existing organisation?

    Thanks,
    Lisa 

    0
  • James Sanford
    Comment actions Permalink

    Hey Lisa!

    Yes, if the domain mapping for your current Organization is set to the same domain that these users' email addresses belong to then it will continue to map the users to that Organization.  You will want to remove the domain mapping from your Organization, remove the users from that Organization, and then add them to the new Organization (if you do not have "Allow users to belong to multiple organizations" enabled under Admin > Settings > Customers).

    0
  • Jimmy Rufo
    Comment actions Permalink

    Hi All,

    Does anyone know offhand if an organization addition can automatically add a value to a custom ticket field that is set up?  Possibly via API?

    I have a use case where not all tickets for an organization are coming from a requester of that organization.  Example would be internal service rep writing to support on behalf of the customer, or the customer is submitting a request to us via a separate UI, and the ticket requester comes in looking generic.  To get around this, I have a separate ticket field called "Account Name" to properly account for these use cases and basically the same values as the organization name, but I'd like to avoid having to manually add a value to that ticket field when I add a new organization to our enterprise.  Thoughts anyone?

    0

Please sign in to leave a comment.

Powered by Zendesk