Managing users in multiple organizations (Professional and Enterprise) Follow

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12 comments

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    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 - Versata

    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

    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 Dronzek

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

  • Avatar
    Jessie Schutz

    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 Schutz

    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

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