If you are on Professional or Enterprise, you can enable your agents to add users to multiple organizations. Organizations are collections of users (both end-users and agents). For more information about organizations, see About organizations and groups. On Team, users can belong to only one organization.
Placing users in multiple organizations helps you manage your ticket workflow and gives users visibility into all tickets relevant to them. Here are some workflows where putting users in multiple organizations is helpful:
- Providing external customer support If you support multiple business units or brands, or you have end-users who are contractors and supervisors providing oversight on various groups of customers, you can create organizations based on brands, teams, or business units, and add end-users the relevant organizations.
- Supporting internal employees If you support internal employees, you can create organizations for each office location or for each department. Then assign end-users who work in multiple offices, or who belong to multiple departments, to multiple organizations accordingly.
- Looping in other internal departments If you need to keep internal departments, such as sales or product teams, in the loop on support conversations, you can add them as end-users to multiple organizations as needed, instead of making them agents.
To enable multiple organizations for users
- Click the Admin icon (
) in the sidebar, then select Settings > Customers.
- Click Enabled beside Allow users to belong to multiple organizations.
- Click Save tab.
After you enable multiple organizations, you can add a user to as many as 300 organizations. You can add users to organizations manually (see Adding and removing organizations for users) or through bulk user import (see Importing users into multiple organizations).
To manage users in multiple organizations, see Managing users in multiple organizations.
6 Comments
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.
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
What can be done?
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?
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
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.
We have this feature enabled and there are several Orgs with similar names, for example:
Not sure if feature/bug, but I'd like to be able to access a user profile, search for an organization just by typing 'qwerty1' or 'qwerty2', instead of having to type the full name ('X :: B2B :: (...)").
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