Managing users in multiple organizations (Professional and Enterprise)

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28 Comments

  • Name
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    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?

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  • Blaine Knab
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    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

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  • Ray Gallagher
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    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? 

    5
  • Ali Ayaz
    Comment actions Permalink

    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?

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  • Jonny
    Comment actions Permalink

    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 =) 

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  • Josh
    Comment actions Permalink

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

    1
  • Jessie Schutz
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    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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  • Guy Rozendorn
    Comment actions Permalink

    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?

     

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  • Nadia
    Comment actions Permalink

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

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  • Jessie Schutz
    Comment actions Permalink

    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.

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  • Jon Daniels
    Comment actions Permalink

    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

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  • Sahar Padash
    Comment actions Permalink

    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

    4
  • Pedro Rodrigues
    Comment actions Permalink

    "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.

    1
  • Eve
    Comment actions Permalink

    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! 

    0
  • Gerald Crawford
    Comment actions Permalink

    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.

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  • Amie Brennan
    Comment actions Permalink

    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

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  • Gerald Crawford
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    Thank you Amie

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  • William Harris
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    Thanks for the info I'll try it out

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  • Stephanie M
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    How could one configure a report that shows the user and all organizations that they belong to?  The two "How"s of my report are "User" and "Organization Name" but the results of this report only show one organization associated to a user that has been configured with 2+ Organizations.

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  • Brett - Community Manager
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    Hi Stephanie,

    Unfortunately it's not possible to list users under each of their Organizations. The Gooddata Data Model only allows users to have one Organization association value in a Report, and that's their default Organization.

    If you want to list all organizations a user is a part of you'll most likely need to use the API to accomplish this.

    Cheers!

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  • Jason
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    Hi Team, 

    When a user is in multiple organisations, is there a way when viewing their open tickets they can select 'All' rather than having to select each individual organisation?

    Thanks 
    Jason

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Jason,

    At this time it's not possible to show all organization tickets instead of individual organizations. I'll pass this feedback along to the appropriate product managers so they're aware of this need.

    Thanks for sharing with us!

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  • Fabio Strasser
    Comment actions Permalink

    Hi Brett,

    I just created an organisation where I manually add all the users. I created another one where users are added based on their email domain. 
    I enabled the "Users can belong to multiple organisations" option.

    I uploaded a lot of users via .csv and added them to the "manual" organisation during the upload. 

    My problem is, that all those users haven't automatically been added to the domain based organisation. 

    Why is that and is there any way to work around that?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Fabio,

    The automatic domain mapping will only work for newly created users. This will not take effect on any existing users on your account. More information can be found in the following documentation:

    Let me know if you have any other questions for me.

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  • Dave Tonks
    Comment actions Permalink

    I think this was asked a while ago, but I can't see an answer: 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?

     

    Please can you advise?

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  • Nicole - Community Manager
    Comment actions Permalink

    Hey Dave - 

    In the case you're describing, the user should see a drop-down where they can select which organization they'd like to see tickets for. When they first land on the end-user portal ("My Activities" page) it should load the tickets for their default org. 

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  • Jason Fouchier
    Comment actions Permalink

    Hi Nicole,

     

         What if in a multiple organization scenario, I want the page to load all applicable organizations as a default? In the scenario I have, the people view this area will be Sales Reps who need to see all of their organizations at a glance and not one default organization.

     

    Thanks,

        Jason

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Jason,

    I went ahead and replied to your post here: Request list page

    Hope this helps!

    0

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