Managing users in multiple organizations (Professional and Enterprise) Follow

Comments

17 comments

  • Avatar
    Name

    How does entitlement work with users belonging to multiple orgs? Here's an example:

    Org A (standard support)
    Org B (better support)
    Org C (vip support)

    User 1 is a user in each of these orgs. I assume in this scenario, we'll need to enforce customers to submit a ticket online so they can select the appropriate org. Each org has a unique tag associated with the support level (i.e. "vip"). If User 1 selects Org C from the drop down, will the "vip" tag be added to the ticket?

    Or is there another way of managing entitlements?

  • Avatar
    Blaine Knab

    Hi Allen,

    This reply is a little late, but I wanted to let you know that you are correct here. You will want users to submit a ticket from your Help Center, this way they can select the appropriate org if they are members of multiple orgs. Since the user's tags and their org tags will be added to tickets they request, if you have a tag called "vip" on Org C and a user submits a ticket with that Org C selected the tag will be added to the ticket.

    This allows you to create business rules based on org tags as described in the following article: https://support.zendesk.com/hc/en-us/articles/203660636-Automatically-tagging-tickets-from-specific-Users-and-Organizations

  • Avatar
    Ray Gallagher

    Hi, we have the need to connect an end user to more than 300 organizations. We have some users that have up to 5,000 organizations (large restaurant chain). Is Zendesk working on enhancing this to accomodate the B to B model that we operate in? 

  • Avatar
    Ali Ayaz

    Hi

    Is there any way to identify the end-users belonging to multiple organizations? I have tried the user export (XML) - it only lists the user record for the default organization.

    Any help?

  • Avatar
    Jonny

    Hi Ali,

    Thanks for your question! If you or someone on your team is familiar with utilizing the API, you could create a script using this "Organization Membership" API doc. Per that article, a membership links a user to an organization.

    Organizations can have many users. Users can be in many organizations if the account supports multiple organizations. This end point will allow you to to list users in an organization. 


    I hope that helps =) 

  • Avatar
    Josh

    We also need more than 300 organizations... Is this being worked on?

  • Avatar
    Jessie - Community Manager

    Hey Josh!

    As far as I know this isn't something on our to-do list...I did some poking around in our Product Feedback forum, and I don't see any threads on this particular thing either.

    I'd definitely recommend popping over there to post your suggestion, including your detailed use case - that information is really helpful to our Product Managers so they can fully understand the problem you're trying to solve.

  • Avatar
    Guy Rozendorn

    How does this work with the https://developer.zendesk.com/rest_api/docs/core/tickets#create-ticket API? As an administrator, how do I create a ticket on behalf of an end-user who is part of multiple organizations? How do I choose under which organization the ticket will belong to?

     

  • Avatar
    Nadia

    I'm on the Professional plan but don't have the option to add a second organisation as there is no 'Add Organization' option.

  • Avatar
    Jessie - Community Manager

    Hi Nadia!

    My guess is that an admin hasn't actually enable this feature yet - it's not turned on by default. You can find instructions on how to enable it here.

  • Avatar
    Jon Daniels (Edited )

    Hey Guy,

    You can set the organization_id when creating the ticket, as outlined in our documentation here:

    Tickets - Core API - JSON Format

    organization_id
    The organization of the requester. You can only specify the ID of an organization associated with the requester. See Organization Memberships

  • Avatar
    Sahar Padash

    Hi all,

    If a user is a part of multiple orgs, and has the permission "can view tickets from user's org" what do they see? all tickets from all the orgs? Or only the default org? How does that work?

    -Sahar

  • Avatar
    Pedro Rodrigues (Edited )

    "When users belong to multiple organizations, they can choose the organization for any support request they submit in your Help Center."

    Is there any way to have end users in multiple organizations but skip the form field where they have to select one? Or have the default org's value submitted?

    In other words, as an end user I don't want to see that field.

    EDIT: I can manage it with CSS, but I'd like to know if there is a native way to configure this field's requirement and visibility before the end user.

  • Avatar
    Eve

    Hey Pedro! 

    Thanks for posting this question. Unfortunately, at the moment this can only be done with a bit of CSS in your Help Center code in Guide. There's not currently a setting to just switch that field off within the product.

    This would be neat functionality though so I definitely recommend posting this as a feature request over in our Product Feedback forum

    Cheers! 

  • Avatar
    Gerald Crawford

    Ok so I have a question as to the functionality here.

    Above it is stated:

    "When you remove a user from an organization, any tickets that are less than closed, and are associated with that user and that organization, will be assigned to the user's default organization. Any closed tickets remain associated with the organization that was set on the ticket when it was closed."

    It sounds like you are saying that if a user is removed from Organization A that any tickets that were associated to that user and Organization A will be changed to the user's default organization which is different from Organization A. Is that the case?

    If so then that makes no sense to me at all. Why would you change the organization that a ticket is associated too? Tickets should be linked to the organization and not the user.

  • Avatar
    Amie Brennan

    Hi Gerald,

    Thanks for checking in with us on this. Tickets are associated to users on the user level, and not on the organization level like you're looking for here. In light of this, the behaviour noted here is expected. 

    When you remove a user from an organization below are the outcomes:

    1. If the user only has 1 linked organization:

    If you remove a user from an organization, and that user only has this 1 organization linked to their profile as their default (only) linked org, then the users active tickets will remain assigned to the user and not associated with any organization. 

    2. If the user is linked to multiple organizations on their user profile:

    If you remove a user from an organization, and that user is linked to multiple organizationns on their profile; when you remove the user, all of their active tickets will be reassigned to the organization which has been set as the default for the user. 

    I know this may not be ideal for what you're looking for here; however I hope this has been of help in clearing this up for you regarding the behaviour around removing a user from an org and what happens to their active tickets. 

    Best,

    Amie

  • Avatar
    Gerald Crawford

     

    Thank you Amie

Please sign in to leave a comment.

Powered by Zendesk