Creating, managing, and using organizations

Have more questions? Submit a request

83 Comments

  • Shannon Brown
    Comment actions Permalink

    Hi Jessie,

    I did write up the use case, and there has not been any response since March. Can we please get some eyes on this request? 

    https://support.zendesk.com/hc/en-us/community/posts/115001229648-Role-Permissions-for-Groups-and-Organizations

    1
  • Jessie Schutz
    Comment actions Permalink

    Hey Shannon!

    That's a really interesting suggestion! I poked around in the Product Feedback forum and didn't find any other posts about this functionality. I'd definitely recommend posting your suggestion over there, to make sure the Product Managers see it. Make sure you include your detailed use case, as well. :)

    1
  • 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
  • Scott
    Comment actions Permalink

    It would be nice if we could give permission to agents to add organizations. This doesn't make sense to me to be restricted to administrators. In most small businesses, the administrator is going to be the business owner who is the last person who should be worried about putting customers into the appropriate organization.

    1
  • Shannon Brown
    Comment actions Permalink

    I'd like to see more nuanced role controls in regards to Org. Currently, there is only one checkbox to determine whether a role can add or modify Groups and Organizations. 

    I would like to allow certain agents to edit our Org fields, but do not want to give the ability to provision new Orgs, nor to add/edit Groups. 

    Let me know if you'd prefer this in a separate thread. 

    1
  • Meena Srinivasan
    Comment actions Permalink

    Is there a way to suspend or deactivate Organizations. Our merchants need to be suspended because they do not want to renew their contract. However, we do not want to lose the tickets or information associated with the merchat. We would like to be able to suspend them. Let me know how I can do this.

    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
  • Jessie Schutz
    Comment actions Permalink

    Hey Shannon!

    Thanks for sharing that great use case! 

    Our Product Managers definitely see every post and comment in Product Feedback but, since they have a finite amount of time they can spend in the Community, they tend to focus on posts related to areas of the product they're actively working on. They just don't have the bandwidth to respond to everything, even though they'd like to.

    That said, I will definitely ping them and let them know that you follow-up on it. I can't promise that they'll be able to respond, but I'll get it back in front of them. :)

    1
  • 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
  • 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
  • Brad Marshall
    Comment actions Permalink

    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?

    0
  • Devan
    Comment actions Permalink

    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.

    0
  • Samik Shah
    Comment actions Permalink

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

    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
  • Rebecca
    Comment actions Permalink

    Hi Kshama- 

    At this time it is only possible to restrict agent access to tickets based on the group membership and the ticket being in that agent group. Unfortunately access permissions are not granular enough at this time to filter at the ticket by ticket level.

    The best option would likely be setting up agent groups as needed; then setting agent permissions in the user profile to only allow access to tickets in the agents' group. You can also create triggers to ensure incoming tickets are routed to the correct group. 

    0
  • Charles Larry
    Comment actions Permalink

    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?

    0
  • Kshama Desai
    Comment actions Permalink

    Thank you.

    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
  • John Karabaic
    Comment actions Permalink

    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.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Lee!

    It's not actually possible to add an Organization with the exact same name as an Org that already exists. 

    That said, if there are minor spelling differences between two Orgs that have very similar names, I can see where that would lead to confusion. Each Org you create is actually give an Org id number (which you can find in the URL of the Org page in the agent interface), so that can help to differentiate in cases like that.

    Does that answer your question?

    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
  • Ido Hertz
    Comment actions Permalink

    Thanks James! So the tag needs to be added upon ticket creation, right? it is not automatically added, no?

    0
  • Harry Francis
    Comment actions Permalink

    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?

    0
  • Rebecca
    Comment actions Permalink

    Hi Kshama- 

    For users are you referring to agent or end users? Most often, end users are managed in organizations and agents in groups in Zendesk. With groups you can then manage access to tickets and control what agents have access to based on group membership and how tickets are then routed to groups.  

    If end users, you can control ticket access in the organization profile. In the organization profile there is an option that allows users in the org to see tickets in their org in Help Center end user portal. 



    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
  • Michael
    Comment actions Permalink

    Can you create an organization straight from a ticket, or chat client?  We need to manually create an organization everytime when we could do it just from the chat client and the old Zopim API.

    0
  • James Peterson
    Comment actions Permalink

    Hi Chris,

    Thanks for reaching out. I just tested this in my account, and the domains match exactly. I set subdomain.domain.com as the domain mapping in one organization and domain.com in the second organization. When I created a new user with the email address user@subdomain.domain.com, he was added to the first org and a user created with email address user@domain.com was added to the second.

    Hope this helps! Let me know if you have any more questions.

    Sincerely,
    James Peterson

    0
  • Rebecca
    Comment actions Permalink

    Hi Kshma, 

    When agents can only access tickets in their group, search only returned tickets they have access to. All other tickets will be hidden; if they search a specific ticket number they do not have access to it will treat the search as the number itself not a ticket number and if they go to the url subdomain.zendesk.com/agent/tickets/### of a ticket they do not have access to, it will error and say "access denied."

    0
  • 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
  • Gail L
    Comment actions Permalink

    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.

    0

Please sign in to leave a comment.

Powered by Zendesk