About the Organizations page

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11 Comments

  • Brettany Rhodes

    I have a couple of agents that do not have the Organization list in the sidebar. We have refreshed their pages and it still does not load. Any suggestions?

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  • Jacquelyn Brewer

    Thanks for your feedback @.... Currently, the page is only visible to admins. Agents with permissions to add and edit organizations can do so from the top bar in Support.

    To create an organization as an agent

    • Click +Add and select Organization to open the create dialog.

    To search for organizations as an agent

    • Use the global search with a query of type:organization, and then click on the Organizations tab of the search results. 
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  • Brettany Rhodes

    Thank you for the quick response

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  • Jeff

    Can you please update this article to better reflect that it's limited to Administrators? Even in the article itself you've written, "When the page is disabled, the Organizations icon is hidden from the Support sidebar for all team members (agents and admins)," which is very confusing. Thank you.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Jeff,
     
    Thanks for pointing this out for us! I'll reach out to our documentation team to have this article updated.
     
    Cheers :) 
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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Jeff,

    Thanks for reaching out to us! The 'Organizations' page is actually visible to both Agents & Admins.

    However, for this page to be visible to Agents, the Agent's Role Permissions (accessed via "Admin Centre > People > Roles") should have the following box checked: 

    We are currently working on making these permissions clearer & easier to understand, in the meantime, I hope this clarifies who the page is visible to.

    Thank you!

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  • Jeff

    Thanks Pratishtha, but I do not have People > Roles in my Admin Center. Perhaps we're on a different plan and that's the issue with this documentation?

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  • Scott Williams

    Pratishtha, it would be ideal if agents could see organizations but not edit in the professional tier.  An example of why this is beneficial, in the organization section for particular customers we use custom fields to track the support contract number as well as a link to the corresponding SharePoint location for all of the client information.  i would prefer not to grant admin access to my support staff so this would be an ideal work fix to this.  Do you think this is something could be integrated? 

    Thank you,

    Scott Williams

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Jeff - that would be correct, People > Roles settings are not available on all the plans. Thank you for highlighting this, we'll definitely update the documentation soon!

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Scott Williams - thank you for reaching out & sharing an example use case! At the moment, we don't have a permission set that allows for an agent to "view-only" all orgs. We are looking to improve this and potentially introduce this type of permission in the future. Please let me know if you'd be open to chatting with us about this further and I'll reach out to you via email.

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  • Scott Williams

    Pratishtha Nahata, Absolutely, always up to lend a hand when it comes to product development.

    thank you,

    Scott Williams

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