Creating, managing, and using organizations

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70 Comments

  • Chee Lee
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    Hi all,

    I am having an issue where if I set the organization domain to *****@gmail.com, Zendesk will not automatically assign the End User to that Organization, even though their account has been verified. 

    If I set the domain to gmail.com, then it will work just fine.

    Any solution to this problem?

    Thanks,

    Chee

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  • Charles Larry
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    Am I right in thinking that an end-user can't see his organization name anywhere in the UI?  (I am aware the agents can see the end-user's organization).  For example, on the My Activities page, there is a link that simply says "Organization requests":

     

     

     

    And in the user profile, the organization doesn't appear either?  Am I missing a place where the organization name is exposed to the end-user?

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  • Brett - Community Manager
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    @Chee as far as I know this domain field will only accept the domain such as gmail.com or yahoo.com. Including the @ is not necessary in this field.

    @Charles, if you enable the Allow users to belong to multiple organizations option then your users should see an Organization drop-down under the My Activities page. If you don't have this enabled then there's no organization name exposed to the end-user.

    Cheers!

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  • Harry Francis
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    Is it not possible to have organisations automatically created? Otherwise an admin has to constantly update this, which is a pointless task for companies which have rapidly growing client bases... or am I missing something here?

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  • Erika H
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    HELP! Between yesterday and today, the manual "add organization to a user profile" option changed from a drop down menu (listing all available organization names) to a text input that requires the user to search for the correct organization name in order to populate the field!   This is going to make it difficult for our agents to connect user profiles to organizations due to typos and possibly not knowing the correct name of the appropriate organization.

    I can understand that this change may have been made to help accounts with hundreds of organizations in their records since a list of hundreds of names would be challenging to contend with.... but there must be a better way to improve the org management tools than this change.  For example, being able to group organizations by a category or something so that agents might be restricted to only add users to certain organizations.

    But more importantly:

    With this change, it appears that a user cannot be manually disconnected from an organization anymore.  I tried typing and selecting the "-" option in the input field to dissociate a user from an organization they had been added to.  When the "success, a change was made" message disappeared from the top right corner of the screen, I noticed that the org name was still in place on the user profile.  Is there any plan to add this manual function back in, or will an admin have to be requested to make the change using the import feature or the API?

    Thanks for any info on this!

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  • Keith Shaw
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    Thanks Anton and Zendesk support team, 

    Has anyone found a solution / workaround to the 300 orgs user limitation ?

    This seriously impacts our customer care teams. 
    Ideally we would have no limit. 

    We believe being able to CC users to the orgs tickets would be a great workaround but seems this is another 100% customized solution. 

    Anyone with know how for similar issues chimed in that would be great !! ... if Zendesk would remove the 300 orgs connection limitation that would be amazing !!

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  • Jenn Tomaszewski
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    Do organization names have to be unique? We work directly with small businesses (who are organizations for us in Zendesk). Those businesses may have two accounts with us, one under each of our brands. We do have unique identifies in our database that distinguish them.   

    One is CompanyABC under Brand 1 and Company ABC under Brand 2. We're running into issues in our API sync as it can't sync over an organization with a name that already exsits. Is there a workaround here? Can we allow the same organization name under different brands? 

     
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  • Devan - Community Manager
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    Hello Jenn,

    Great question! We do require than when an organization is created that it have a unique name not identical to the previous one you've already created. I would recommend this cause of trying an underscore instead of space and seeing if this resolves your issue. Also, I would double-check to make sure you don't have CompanyABC and Company ABC already set up in your account.

    Best regards.

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  • Jenn Tomaszewski
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    Devan - Thanks for your response. That was a typo on my part. We have CompanyABC under both of our brands (both without a space) and we aren't able to create a second organization in Zendesk under that same exact name, but under a different brand. A customer can sign up with us twice, so we don't want to force them to have a different name. We have unique company ID's that we use in our database to distinguish customers, so the company name doesn't have to be unique. Aside from using that unique ID instead of their name (which would be an ugly experience for the end users and our agents to see), is there a solution to this?

    Is there a way to turn off the requirement for organizations to have a unique name?

     

     
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  • Devan - Community Manager
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    Hello Jenn, 

    Typos happen, so no worries. There would be no way to use the same name twice as you described; you would need to make a slight adjustment to the second name to achieve what you've specified otherwise, you end up running into the same issue. Let me know if there is anything else I can assist you with and have a fantastic day. 

    Best regards.

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