About the Organizations page

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24 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
    Zendesk Documentation Team

    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 (he/him)

    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 (he/him),

    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 (he/him)

    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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  • Rita Gleason

    Why can't I get my Organizations to show in alphabetical order now that you moved them to their own tab?  This is causing us too much work to cross check our 100+ orgs now.  Please advise.  Thanks.

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Rita Gleason thanks for reaching out to us, we're currently working on making Organizations sortable and I'm happy to say you'll be able to do this very soon, within the next month or so for sorting on dates (last updated/created at), and soon after on names

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  • Rita Gleason

    Please tell the product team it is more important to have the name sort before the date sort from a Client admin perspective.  Thanks.

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  • Pratishtha Nahata
    Zendesk Product Manager

    Rita Gleason I'll definitely flag it with them. Thank you!

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  • Gaurav Sharma

    Hi ,

    we have a lot of organisations in our zendesk , and we also add tags to orgs when they are created .

    Is there a way where i could generate a report in explore for the orgs which have a particular tag added in the organizations tab?

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  • Dan Moore

    We also would like to have the name sort option in the Organizations Page.  Additionally it would be nice to see filter capabilities based on Groups, Organization Status (Active vs. In-Active.) 
    Thanks Rita Gleason for the recommendation.

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  • John Brunker

    It would also be great if we could search/filter by tags.

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  • Jeannette Räntfors

    We as well would like to have the name sort option in the Organizations Page. As it is now, it's rather difficult for us having an overview of active vs in-active organizations, as we put an 'X-' before inactive organizations in order to sort them out (displayed last in list), when the list isn't sorted on names anymore.

    How does the progress look for sorting on name on Organizations Page?

     

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Dan Moore, John Brunker and Jeannette Räntfors,

    Thanks so much for your feedback!

    We're currently working on having Organizations be sortable by name and as the default sorted column - we expect to have this in the product soon.

    Filtering by attribute is on our roadmap as well - but much further out. For now, you could use the search capability as a filter, such as "tags:premium" to look for orgs with the premium tag - there are more examples in search reference docs.

    Thanks again, 

    Pari

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  • David Nguyen

    We don't have the "roles" in our plan, but still the "Enable Organization list" option. But enabling it or not doesn't change anything, in both cases agents can't access the Organization page.

    I would think that enabling organization list would allow agents to access it (it says: "The Organisation list allows agents and other team members to view all organisations in one place. They can find it in their primary navigation.", which in my understanding enables agents to access the organization page)

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  • Russell Braden

    Hi, we have agents who provide support to end users in a B2B context. As a result, we've created Organizations and provide our clients' end users access to a Help Center that is dedicated to their Organization. With that configuration in place, when end users create tickets, the tickets show up within the Organization page in Support, which assists our internal team with tracking tickets submitted by our various clients. 

    What I can't figure out is how an Agent on our internal team can create a ticket and associate it with a specific organization, so the ticket shows up as if an end user from that Organization had submitted it. Would someone be able to help me figure out how to do that? 

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi David Nguyen - thanks for sharing your feedback! You're absolutely right, if the Role permission is not set to "view, add & edit organizations", agents will not be seeing the Organizations page. It appears that the default "agent" role does not have this Role permission switched on, so they will not see this page. I'll work with our documentation team to update this article to state it explicitly.
    I'm keen to understand more about whether there's a use case for your agents to view this list without the editing permissions on Organizations - I'll reach out to you via email if you'd be available to chat with us.

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  • Matt Bagnara
    Zendesk Product Manager

    Hi Russell Braden! Thanks for your question.

    What I can't figure out is how an Agent on our internal team can create a ticket and associate it with a specific organization, so the ticket shows up as if an end user from that Organization had submitted it. Would someone be able to help me figure out how to do that?

    If your account has the multiple organizations setting enabled in Admin Center, agents should see a dropdown menu that allows them to select which org the ticket is assigned to. If that doesn't answer your question, please let me know!

     

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