Managing users in multiple organizations (Professional and Enterprise) Follow

Managing users in multiple organizations (Professional and Enterprise)

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You can add multiple organizations on Professional or Enterprise. Organizations are collections of users (both end-users and agents). For more information about organizations, see . Users can belong to only one organization on Essential and Team.

An administrator must enable multiple organizations for users before you can add users to multiple organizations. For information, see Enabling multiple organizations for user.

Adding and removing multiple organizations for users

You can add a user to multiple organizations, up to as many as 300. You can remove a user from any of their organizations as needed. When you remove a user from an organization, any non-archived tickets associated with that user and that organization will be assigned to the user's default organization. This includes active and closed tickets.

Note: Administrators can add users to multiple organizations through bulk user import (see Importing users into multiple organizations).

If one of the organizations a user belongs to is deleted, any non-archived tickets associated with the deleted organization will be assigned to the user's default organization. If the organization that was deleted was the user's default organization, one of the user's other organizations will be promoted to default, then any working tickets will be associated with the user's new default organization. 

To add a user to multiple organizations

  1. Open the profile for the user you want to add to multiple organizations.
  2. Click Add organization.

  3. Start typing the name of the organization, then select the organization.

    A list of matching organizations appears as you type.

  4. Click Add organization to add another organization, and repeat as needed.

    Your update is saved automatically, so when you are finished you can simply navigate away.

To remove an organization from a user who belongs to multiple organizations
  1. Open the user's profile.
  2. Click the name of the organization you want to remove, then select Remove.

  3. Click Yes, remove it in the confirmation box.

Changing the default organization for a user

When you add a user to multiple organizations, the first organization that you added to the user becomes the user's default organization. If the default organization for a user is deleted, and the user belongs to multiple organizations, one of the other organizations the user belongs will become the default organization.

The user's default organization is used in the following circumstances:
  • When a user is removed from an organization, any non-archived tickets associated with that user and that organization, will be assigned to the user's default organization if the user belongs to multiple organizations.

  • When an organization is deleted, any non-archived tickets associated with the deleted organization will be assigned to the requester's default organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations will be promoted to default, then any working tickets will be associated with the requester's new default organization.

The default organization is also used in Insights for reporting. You can report on users according to their default organization only.

You can change the default organization for a user at any time.

To change the default organization for a user who belongs to multiple organizations
  • In the user's profile, click the name of the organization you want to make the default, then select Make default.

Understanding the end-user experience for multiple organizations

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

Users who belong to multiple organizations can change the organization for any of their support requests in your Help Center.

Have more questions? Submit a request

Comments

  • 0

    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?

  • 0

    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

  • 2

    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? 

  • 0

    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?

  • 0

    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 =) 

  • 0

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

  • 0

    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.

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