Creating, managing, and using organizations

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97 Comments

  • Chee Lee

    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

    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 Bowser
    Zendesk Community Team

    @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

    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

    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

    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

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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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  • John Karabaic

    We're an open-source product, so we have a organization of Community Users as well as each paid customer having their own Organization.

    I'd like all new users to automatically be added to the Community Users org, as well as to their own customer org, which should depend on their domain.

    I can't see an obvious way to do this.  How do I do it?

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  • Graeme Carmichael
    Community Moderator

    John

    In support, locate a user, then click on their organisation tab. You should see a field for “domains”. Users matching the domain will automatically be assigned to the organisation.  

    See the section on automatically adding users to organisation based on their email domain here:

    https://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations

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  • Helen Foot

    Is there any way we can have multiple Organization forms? 

    We have different sets of customers (e.g. retail vs trade vs internal) that have very different needs as far as the custom fields on their organization are concerned, and I'd rather not clutter up all our organizations with every field we need to cover all types of organization we deal with.

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  • Gail L
    Zendesk Community Team

    Hi Helen,

    The organization fields don't behave this way, but you may be able to get closer to what you want with tickets fields and multiple ticket forms instead. There are ways to code in limits for different ticket forms to display (or not display) based on user organization, and on the agent side if the ticket form is changed that can reduce visual clutter a lot. If you want to explore that option you can check out some examples here: Hide ticket forms based on a user's organization

    Cheers,

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  • John Karabaic

    Hi, Graeme Carmichael.  I understand how to assign users with a particular domain to an org.  That's what we use to assign customers to their org.  What I want is to add every user to one, additional org: that community org I mentioned.

    I'd like all new users to automatically be added to the Community Users org, as well as to their own customer org.

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  • Helen Foot

    Hi Gail L, Thanks for replying.

    I understand how to use different ticket forms for different types of incoming tickets. We already do this with different ticket forms for different products and support use cases.

    We also use the organization fields (and thus the single organization form set up) to store information about each customer that is not ticket-specific, e.g. their account ID, their Account manager, their support entitlement. This is currently optimized for retail customers and works well for them, but we also have large numbers of other non-retail customers who have very different sets of information we need to store about their organizations that would not be at all relevant to retail customers (e.g. supplier gateways, tech specs, and network details). Different organization forms would make sense for this.

    I'm hearing from you that it is impossible to achieve this in Zendesk though, is this correct?

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  • Gail L
    Zendesk Community Team

    Hi Helen,

    That's correct, currently there's no feature for separate organization forms. You can submit the use case with a feature request in our feedback forum, there's a guide for Product feedback guidelines & how to write a good feedback post that will get you started.

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  • Brad Marshall

    I want a domain added to an org, but not its subdomains. Currently, if I set an org to have the domain abc.com, all users with an email domain abc.com and subdomain.abc.com will be added to the org. Is it possible to only have the abc.com added and not from the subdomains?

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  • Gail L
    Zendesk Community Team

    Hi Brad,

    No, if you're using the domain mapping it won't look at the subdomain before abc.com. In order to segment those users you could bulk update them. You would need to add new users to that organization either manually or via a bulk though.

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  • Alejandro Colon

    @...

    I would suggest updating the wording on this article to include something along the lines of the following:

    The domain mapping will also not occur if the user is CC'd on a ticket without first having an account.

    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.

    This applies to cases where a user is CC'd on other requests but they have no tickets created by them.

    The only way for them to be added to the organization automatically without a verified email is if they had created their profile at the same time as their first ticket.

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  • Nicole S.
    Zendesk Community Team

    Thank you, Alejandro. We will vet that feedback and share it with our documentation team for review.

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  • Alejandro Colon

    Nicole S.

    Here is the ticket URL where Zendesk Support told me.

    https://support.zendesk.com/hc/en-us/requests/5370036

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  • Nicole S.
    Zendesk Community Team

    Thank you for the additional context. We will share that with the documentation team as well. 

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  • Alejandro Colon

    Active Feature Request (please vote):

    Feature Request: Add the ability to have multiple Organization forms 

    Helen Foot

    I just posted a Feature Request for this at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

    Also, you may consider adding it to your post to get the feature request more visible.

    https://support.zendesk.com/hc/en-us/community/posts/360046933953-Feature-Request-Add-the-ability-to-have-multiple-Organization-forms-

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  • Mihaly

    Regarding viewing Organizations. We put details like the address or their primary telephone number in the Organizations detail field. The Problem is that it is rendered as a disabled form field to non admin agents making it impossible to copy and paste a phone number they want to call. They have to read and type it manually which is not only annoying but also error prone. Is there a way to leave it uneditable but at the same time let them select and copy field contents so they can just paste it into our phone software, maybe make it a read only text field? I don't want to make our agents all admins just for them to be able to copy a phone number. We are on Team plan.

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  • Brett Bowser
    Zendesk Community Team

    Hey Mihaly,

    Just so we're on the same page, what is the current experience when agents try to copy text from an organization field? Could you provide a screenshot of what they see on their end?

    Thanks in advance!

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  • Mihaly

    Hey Brett,

    here is the screenshot on of my agents send me.

    I obscured the organizational data but as you can see the field is shown like a disabled form field. A normal agent is able to see the contents but cant use the mouse to select contents to copy it. I like that they are not able to change things but sometimes they need data from the details for calls or other things and it would be convenient if they could copy it to the clipboard to paste it somewhere else.

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the update Mihaly!

    I did some digging and it doesn't look like there's a way to change this functionality unfortunately. I'll be sure to pass this along as product feedback so our Product Managers are aware of this limitation.

    Appreciate you taking the time to share this with us!

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  • Barbara Vandendriessche

    Hi,

     

    How can an end user be assigned to a new organization inside the end user settings? In the Org. field in the end user settings, there is no option to add a new organization, while the help of the field says it should be there, see below. Note that I am an Administrator. I have blurred out internal information.

     

    Thanks!

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  • Mihaly

    Hi Barbara,

    next to the name, just at the top, is a button with name of the "would be" organization. "Dfsodfjsdfo" in your case and with a create in parenthesis. When you click on it then it should open a small dialog that allows you to create the new organization.

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