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Organizations are typically collections of your end users, but they can also include team members. The Organizations page in Zendesk Support provides a focused place to see, create, and manage your organizations.

Note: You must be an admin to access the Organizations page. On Enterprise and Enterprise Plus plans, agents can also access the page if you update agent roles or define new custom agent roles with the following permissions: permissions to access and manage organizations and permissions to add, edit, and delete end user profiles for all end users. See Creating custom roles and assigning agents.
The following topics are covered in this article:
  • Accessing the Organizations page
  • Finding an organization
  • Viewing an organization
  • Controlling access to the Organizations page

Related articles:

  • About organizations and groups

Accessing the Organizations page

You can access the Organizations page to create and manage organizations.

To open the Organizations page
  • In Support, click the Organizations icon () in the sidebar.

    The Organizations page opens and you can view all of your organizations.

    You can also take any of the following actions:
    • Create organizations
    • Manage organizations
    • Bulk import organizations
    • Merge organizations
  • For help finding organizations, you can search or sort the organizations list.

Finding an organization

The list of organizations can be keyword searched by properties and sorted by name and the last updated date.

Searching organizations

Searching by name is the quickest way to find an organization. When you search for organizations, the results are sorted by relevance and can't be sorted using the Name and Last Updated columns.

To search organizations

  1. In Support, click the Organizations icon () in the sidebar.
  2. Enter an organization's name or partial name in the search bar.

    Alternatively, you can search by other organization properties, such as custom fields. For example, if you enter created<2021-05-01 in the search bar, all organizations created after the specified date are listed.

    For a list of all search parameters you can use to search for organizations, see Searching organizations.

Sorting the list of organizations

You can sort the list of organizations by name and the last date they were updated. If you sort the list before searching, the set sort order is not retained in the search results and is instead sorted by relevance to the search. Also, the list will need to be sorted again if you log out or refresh the page.

Note:

The default sort order is the last updated date in descending order; in other words, the organization that was last updated appears at the top of the list by default.

To sort the list of organizations by name

  1. In Support, click the Organizations icon () in the sidebar.
  2. At the top of the Name column, click the sort icon () to sort the list alphabetically in ascending order () or descending order ().

To sort the list of organizations by last updated date

  1. In Support, click the Organizations icon () in the sidebar.
  2. At the top of the Last Updated column, click the sort icon () to sort the list by most recently updated to least recently updated () or vice versa ().

Viewing an organization

You can view organizations from the Organizations page.

To view an organization
  1. In Support, click the Organizations icon () in the sidebar.
  2. Find the organization you want to view and click its name to open a detailed view of the organization.

    Each organization shows the number of tickets and users associated with the organization. It can take a few minutes for Zendesk Support to index new tickets and users. If they don't appear in your organization details, wait a few minutes and try again.

Controlling access to the Organizations page

The Organizations page is turned on by default, but can be turned off by an admin if you're not using organizations to manage your users. When the page is turned off, the Organizations icon is hidden from the Support sidebar for all team members (agents and admins). End users cannot access the Organizations page.

To turn on or turn off the Organizations page
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
  2. Click the Enable Organizations list checkbox to turn the page on or off.
  3. Click Save.

    If you don't see the Organizations icon appear in the Support sidebar after turning it on, try refreshing the page.

If you’re using custom roles (Enterprise plans), you can, in addition to the account-wide setting, use the following procedure to control access to the Organizations page for individual agents:

To give access to the Organizations page when it’s turned off (Suite Enterprise and Enterprise Plus plans)

  1. Turn on access to the Organizations page using the procedure in this section.
  2. Create a new custom role or edit an existing custom role, then configure the following settings in the People section:
    • Select Add, edit, and delete for all end users
    • Turn on Create, edit, and delete groups
    • Turn on Add, update, and delete organizations
  3. Assign the agents who need access to the Organizations page to the custom role.
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