Organizations are collections of your users (both end-users and agents). 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 on Team, Professional, and Enterprise can add and edit organizations, agents cannot. On the Team plan, users can belong to only one organization. On Professional and Enterprise, users can belong to multiple organizations, up to 300. A user does not have to belong to any organization, however.
- Creating organizations
- Automatically adding users to organizations based on their email domain
- Mapping a group to an organization
- Setting up a shared organization for end-users
- Editing and deleting organizations
- Manually adding users to organizations
- Restricting an agent to one organization
- Creating views by organization
Creating organizations
Administrators can add organizations, agents cannot.
- Hover over the +Add tab, then select Organization.
- Enter the organization's name in the Name field.
Organization names must be unique.
- 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 register.
Note: Note: When you add a domain to an organization, that domain is handled as if it has been added to your whitelist, and overrides the blacklist. Any blacklisted users from that email domain will have access to Zendesk Support. - Click Save.
You can add additional information after clicking Save.
- Optionally, enter Tags.
For more information about organization tags, see Adding tags to users and organizations.
- 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.
- For Users, determine their ticket access. This setting only affects Guide Professional, where end-users can access tickets in the customer portal.
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.
Ticket access options include:
- Select Can view own tickets only if you want users in this org to be able to view and edit their own tickets only.
Note: If you chose this setting, but the access setting in the user's profile or custom role gives the user access to all org tickets, this org setting will be overridden by the user setting.
- Select Can view all org tickets if you want users in this org to be able to view all org tickets, then select And add comments or but not add comments to determine whether they can also comment on org tickets.
Allowing all of the end-users in an organization to see each other's tickets is referred to as a shared organization.
Note: If you chose this setting, and the access setting in the user's profile or custom role restricts access for users in the org to their own tickets only, this org setting will override the user setting.
- Select Can view own tickets only if you want users in this org to be able to view and edit their own tickets only.
- Enter any Details or Notes you want.
The new organization is saved automatically, so when you are finished you can simply navigate away.
- Click the Admin icon (
) in the sidebar, then select People. On the People page, 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 register. This is referred to as user mapping and an administrator can set this up by editing an organization's setting.
Generally, a user must verify their email address before they are automatically added to an organization. However, an unverified user can be mapped to an organization if their profile is created at the same time as their first ticket and the ticket is created either via email or chat.
- Click the Admin icon (
) in the sidebar, then select People.
- Click Organizations.
- Find the organization you want to edit and then click Edit.
Alternatively, you can search for the organization.
- In Domains enter the email domain(s) (separated by a space) to set up user mapping.
Your update is saved automatically, so when you are finished you can simply navigate away. A user must then verify the email address for it to be added.
- Users are automatically mapped to the new organization
- Users are no longer mapped to the previous organization
- The email domain is automatically included in the whitelist
If you've added email domains to the whitelist (see Using the whitelist and blacklist to control access to Zendesk Support), these domains will be automatically included in the list. Although whitelisted domains are included, they are not shown on this organization settings page.
Removing the domain mapping will also remove all users who were mapped because of the domain.
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.
- Click the Admin icon (
) in the sidebar, then select People.
- Click Organizations.
- Find the organization you want to edit and then click Edit.
Alternatively, you can search for the organization.
- Select a Group from the drop-down list to set up group mapping.
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.
- Click the Admin icon (
) in the sidebar, then select People.
- Click Organizations.
- Find the organization you want, then click Edit.
Alternatively, you can search for the organization.
- 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.
Important: This organization-wide setting overrides the user access setting in the user profile. Meaning that, even if you restrict a user in this org to view their own tickets only, they will be able to see all org tickets if the org access is set to view all org tickets.
Your update is saved automatically, so when you are finished you can simply navigate away.
Alternatively, instead of allowing all end-users in an organization to see an organization's tickets, you can grant this privilege to select end-users. To do so, set the org to Can view own tickets only, then set individual users to Can view all org tickets in their user profiles. The user permission in that case overrides the organization-wide setting.
Editing and deleting organizations
- Click the Admin icon (
) in the sidebar, then select People.
- Click Organizations.
- Find the organization you want to edit and then click Edit.
Alternatively, you can search for the organization.
- Make any edits you'd like.
Your updates are saved automatically, so when you are finished you can simply navigate away.
- Click the Admin icon (
) in the sidebar, then select People.
- Click Organizations.
- Find the organization you want to edit and then click Edit.
Alternatively, you can search for the organization.
- Click the Organization options arrow in the upper right, then select Delete.
- 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 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 created or later by editing their profile. You can also include users' organizations when importing new users in a bulk import operation. Administrators and agents can add users to organizations.
On the Team plan, users can belong to only one organization. On Professional and Enterprise, users can belong to multiple organizations, up to 300.
- Click the Admin icon (
) in the sidebar, then select People.
- Click End-users (or Administrators, or Agents).
- Find the user you want to edit and then click Edit.
Alternatively, you can search for the user.
- Select an organization from the drop-down list under Organization.
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).
If you are on Professional or Enterprise and add users to multiple organizations, see Managing users in multiple organizations.
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.
If you are on the Enterprise plan, 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.
On Team and Professional plans, when you restrict agent access to tickets within their organization, those agents can no longer update end-user information or add end-users to tickets, and cannot view end-user information on the People management page.
- Click the Admin icon (
) in the sidebar, then select People.
- Click Agents.
- Find the agent you want to edit and then click Edit.
Alternatively, you can search for the agent.
- In Access, select Tickets from agent's org
- In Organization, add the name of the organization, if there is not already one there.
If you are on the Professional plan, you can add more than one org, if you want to restrict the agent's access to multiple organizations.
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.
Creating views by organization
You can use organizations when creating views (as well as business rules).
For example, 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.
70 Comments
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
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?
@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!
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?
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!
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 !!
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?
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.
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?
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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