Creating, managing, and using organizations

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102 Comments

  • Barbara Vandendriessche

    Hi Mihaly,

    Great, thanks! Didn't look for it there.

    0
  • Sarah Arena

    Hi!

    I am using the Salesforce integration to automatically create Organizations (from Accounts) and Users (from Contacts) in Zendesk.

    When a Contact and Acocunt are related in Salesforce, How can I ensure that the Zendesk records get related to each other too (i.e. that the created user gets linked to the created org)? 

    Using 'domain name' to link a user and org in Zendesk is not an option for me, as I have multiple orgs using the same domain. Is there a way to define the criteria that link a user to an organization?

    Thank you! 

    0
  • Stephen A Kairys

    Hi, on the first page of this article, you refer to a "short video" about organizations. However, there is no link to it that I can see.

    "You can watch this short video about creating organizations or you can read the instructions below."

    Please advise.

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  • Mihaly

    Is it possible to group organizations in some way? For example: we have some companies that have multiple offices in different locations. Each location is it's own organization since they are usually independent of each other. Still they belong to a higher top level organization. I like to group the organizations together, basically make an organization of organization so their tickets get grouped together and for user segmentation (like tags being applied to all sub-organizations).

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  • Ben Fulton

    We recently realized that there are some features that we could make better use of by finally using organizations, and would like to create one organization for our internal users, based on a single domain name. However, my reading of the doc is that:

    1. The now org will not be automatically applied to existing users with that domain, and there is no UI-based way to bulk apply the org.
    2. Applying the org will require these users to then verify their email address.

    Is #1 true, and if so is there any recommended workaround, like an existing script to bulk apply organizations using the Zendesk API?

    Is there any way to avoid #2? We use SSO for access to Zendesk and have no need of forcing internal users to verify their email addresses.

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  • Brett Bowser
    Zendesk Community Team

    Hey Ben,

    What you could do is use the Bulk Import User feature to bulk update these existing users via a CSV file. More information here: How can I bulk update users?

    What I would recommend doing is exporting a list of your users and then using the above method to update and import. I believe you'll also find these articles helpful:

    Bulk importing users
    Bulk verifying user email addresses

    Cheers!

    0
  • Sarah Arena 

    Did you get any response from Zendesk to the question you raised 4 months ago? Pasting below.

    How did you resolve the issue?

    Thanks!

    -----------------------------

     
    Hi!

    I am using the Salesforce integration to automatically create Organizations (from Accounts) and Users (from Contacts) in Zendesk.

    When a Contact and Acocunt are related in Salesforce, How can I ensure that the Zendesk records get related to each other too (i.e. that the created user gets linked to the created org)? 

    Using 'domain name' to link a user and org in Zendesk is not an option for me, as I have multiple orgs using the same domain. Is there a way to define the criteria that link a user to an organization?

    Thank you! 

    0
  • Ben Fulton

    Regarding bulk update of existing users, I think we can muddle through by using bulk export to get the list and then perform a bulk update. However, bulk verification does not solve our email verification problem. What we are looking for there is a way to simply skip the verification process for each user with one of our internal domains *as they are created*, rather than after the fact in bulk.

    0
  • Chandra Robrock
    Community Moderator

    Ben Fulton - At my company, we're using Zapier to automate the email verification process for new users in Zendesk. It's surprisingly simple to setup thanks to Zapier's integration with Zendesk (although Zendesk is a Premium integration, so access will be dependent on your Zapier plan) so worth checking out if you happen to use Zapier as well.

    My Zap looks something like this:

    Trigger: Zendesk App > New User in Zendesk

    Action: Zendesk App > Update User in Zendesk > changes Verified to True.

    You should be able to customize the zap further if there are just specific users you'd like to auto-verify, but figured it was worth sharing in case it'd be helpful for your use case.

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  • Kelsey Mrkonic

    I'm looking to use a trigger to assign all requestors on tickets with a specific tag to be added to a certain organization

     

    i.e. if a ticket has tag: xyz, requestor organization: abc

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  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Kelsey,

    You can actually make use of the following options below to add tags and other user data in bulk for your users and for your organization/s:

    Bulk importing users

    How can I bulk update users?

    Cheers!

    0
  • Ahmad Aoun

    If we add a new org with "Can view own tickets only", then we give a user "Can view tickets from user's org" access...

    Will that single user receive notifications of new tickets logged by others in the same org and updates on them or would they need to check the tickets under the help centre "My Activity" to view any updates?

     

    0

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