Enabling multiple organizations for users (Professional and Enterprise) Follow

Comments

5 comments

  • Avatar
    Kim Robinson

    This says it can happen on Pro and Enterpise, so why am I not seeing this, because of the change and we have had this account longer than the Pro and Ent pricing plans.

  • Avatar
    Kim Robinson

    I have already enabled "Allow users to belong to multiple organizations" before my above post.

    Old Subcription class: Support Plus

    according to About Zendesk Support plan types

    https://support.zendesk.com/hc/en-us/articles/212374637-About-Zendesk-plan-types

    Plus = Pro

    Legacy plan Current plan
    Enterprise Enterprise
    Plus Professional
    Regular Team
    Starter Essential

    What can be done?

  • Avatar
    Jessie Schutz

    Hey Kim!

    I'm sorry, I'm not 100% sure what you're asking here. The feature is available to you, and you've enabled it, correct?

  • Avatar
    Kevin Lunn (Edited )

    Hi Jessie,

    We have a very particular use case for Organizations that I'm hoping you could help with! For us, we have the possibility of one user spanning multiple geographies according to our company classifications. 

    So if we wanted to capture this user twice but in Organization 1 only see users US tickets (based on a custom field value) and in Organization 2 only see EU tickets, would it be possible? 

    I see that you can load custom fields to both a user profile and an organization but it appears that the only way to classify a user is at organization name level and that if a user is in two organizations you will see all tickets submitted by that user in both organizations. Is that correct? 

    Thanks,

    Kevin

     

  • Avatar
    Guy Dee

    Hey Kevin -

    There are a couple of moving parts here:

    Firstly, a user can be a member of multiple organizations, and one of these organizations is designated their default organization. The user's default organization can be changed on their user profile.

    Secondly, unlike users, a ticket can only be listed in one organization. The organization on the ticket will be the user's default organization unless otherwise set. An end-user can choose the organization of their tickets on the Help Center when submitting or updating a ticket, while agents can set the organization on the ticket from the agent interface.

    In the workflow you describe the user could be in Organization 1 and in Organization 2, but one of those two organizations will be the default. If Organization 1 is the default, the user's tickets will all be placed in Organization 1 unless otherwise set, and will not appear in Organization 2. If the organization on the ticket is set to Organization 2, the ticket will appear there and not in Organization 1.

    More information on what this looks like for end-users and for agents is available in this article.

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