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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.
Related articles:
Accessing the Organizations page
Admins and agents in custom roles can access the Organizations page to create and manage organizations.
-
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: - For help finding organizations, you can search or sort the organizations list.
Controlling agent access to the Organizations page (Enterprise only)
Agents must be in a custom role to access and manage organizations.
- 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 Add, update, and delete organizations
- Assign the agents who need access to the Organizations page to the custom role.
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
- In Support, click the
Organizations icon (
) in the sidebar.
- 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.
To sort the list of organizations by name
- In Support, click the
Organizations icon (
) in the sidebar.
- 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
- In Support, click the
Organizations icon (
) in the sidebar.
- 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
Admins and agents in custom roles can view organizations.
- In Support, click the
Organizations icon (
) in the sidebar.
- 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.
Turning the Organizations page on or off
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.
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface.
- Select the Enable Organizations list checkbox to turn the page on or off.
- Click Save.
If you don't see the Organizations icon appear in the Support sidebar after turning it on, try refreshing the page.
59 comments
Josh
I hope this page becomes customizable with the columns of information displayed and filtering options.
0
Scott Williams
Hello Zendesk, we have been using custom fields in organizations to make weblinks to various locations (SharePoint, customer website, etc.). The MultiLine selection was working for the most part but recently the link becomes broken on several of the entries. We now have to use an excel document to jump to separately for these links. What would be ideal (and I'm sure we are not the only ones that would need this) but a custom field that turns a link into a button on the Organization side bar. That way we could label the button "Customer website", "SharePoint", or "Site Documentation". What do you guys think, lets get this feature added!!
0
Colleen Hall
Hi Scott Williams,
Thank you for the feedback! If you'd like, can you please share your post in our Product Feedback discussion?
Product managers review suggestions submitted in this forum for consideration in our future updates.
0
Scott Williams
Colleen Hall Please do, this would be a great feature to have. Especially since the workaround is no longer functioning. thank you, Scott
0
Mark Molloy
Can I add/remove columns from the Organization page? In Support, I click the Organizations icon in the sidebar. The Organizations page opens with the following columns: Name, Domain, Tags, Created at, and Last updated. I'd like to see different columns. Can I replace the existing columns with different fields in the organization? It would make scanning organizations easier.
Thank you!
0
Christine
Unfortunately, it is not possible to configure columns that appear on the Organization page at this time.
I recommend that you start a post about this in our Feedback - Ticketing System (Support) using the Product Feedback Post Template. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
0
Mark Molloy
Thank you Christine!
0
Klio Apostolopoulos
Is the ability to sort Organizations by custom fields, and perhaps the ability to create views, on the roadmap at all? We have just switched over and are finding this inability very difficult to manage.
0
Josh
"At the moment, we don't have a permission set that allows for an agent to "view-only" all orgs. "
Any updates to this? Everything we have is SSO/API based to sync with our app. We don't want agents being able to edit things if they are synced via API with our app.
Please advise
0
Matt Lust
We're updating our workflow, have for the first time linked users with organizations.
While users are linking to organizations well enough, any tickets with a "closed" status are not being associated with the organization.
We want to have as complete a history for the Organizations as possible. Is there a way to ensure that we can see closed tickets when viewing Organizations?
0
Neil
There are no news of any upcoming updates related to the feature you are asking about but do keep an eye out on our Zendesk Updates page from time to time as any feature release will be posted there.
0
Aldo Cruz
Hi,
Good afternoon, can I export my organizations from Zendesk? If so, Can you help me to know how?
Thank you in advance
0
Jacquelyn Brewer
Hi Aldo Cruz. Yes, that's possible. See Exporting ticket, user, or organization data from your account for more information.
0
Aldo Cruz
Hi,
Good afternoon, is there a way to delete more than one organization at the same time?
0
Christine
At this time, there is not a method to bulk delete organizations from within the Support interface.
We recommend leveraging our API with a custom script. Thank you!
0
Aldo Cruz
Understood, Thank you Christine
0
Chi Linda
Hi,
We have multiple brand account, how can we separate organizations and end users between the two brands?
0
Joyce
Brand is a ticket value and you cannot segment users or organizations by brand as they belong to the account and not a brand. You can visit this article for more information on multiple brands.
If you would like tickets created from specific organizations and end users to be assigned to specific brands, you can build a trigger that automates this process. You can build your trigger like below:
Hope this helps!
0
Michelle Erikson
Is it possible to NOT use organizations at all? I would like Zendesk to quit saving users as an organization. I now have a pile of org that I have no use at all...cant even bulk delete.
0
Audrey Ann Cipriano
Hi Michelle Erikson
The use of Organizations is optional. Unfortunately, there's currently no method to bulk delete organizations from within the agent interface. The only way to bulk delete organizations for now is via API using the endpoint below:
I hope this helps!
0
Emil Susort
So if you are on a professional plan and the checkbox Enable Organizations list is not checked (default=on) and you want to re-enable it again for agents and not only admins you are not able to enable it again because you do not have access to custom roles in the professional plan?
0
Destiny
Thank you for reaching out with your question about the 'Enable Organizations list' feature within the Professional subscription plan.
As a subscriber to the Professional plan, you indeed have the capability to toggle the 'Enable Organizations list' feature on or off, independent of the default settings. The article you referred to does mention custom roles, which are part of the Suite plan and offer more detailed access control, but rest assured that the Professional plan also includes a method to adjust this setting.
For Professional plan subscribers looking to reactivate the 'Enable Organizations list' for custom roles, not solely admins, the article offers a workaround. Should you encounter any issues while attempting to enable this feature again, I encourage you to follow the instructions provided in the article. Alternatively, don't hesitate to contact us for additional support. We aim to make your platform experience as smooth as possible, ensuring access to the full range of features your plan offers.
Thank you.
0
Scott eather
Hello
I am using both Sell and Support. I want to be able to tag tickets with the organisation from Sell so the ticket will be listed with the organisation in Sell, like the way tickets are listed from employees of an organisation in Sell. Is this possible?
0
Parker VanderYacht
I just read the feature request from Scott from over 2 years ago about allowing Agents to see organizations in a “View only” mode, and I am seeing that this never got implemented. Is this not in this not in the plans or is there going to be a different method added to replace this workflow? I see from the large amount of comments about this that I am not the only one waiting for this, and I haven't seen any clear answers to this very large question, only that Zendesk It seems strange that in order for support agents to see the list of business they provide support for, that they are required to have access to and manage all Zendesk Support settings (except for billing) and be an Administrator.
Also, just like Sean posted 2 years ago as well, the interface still reflects incorrectly that both Agents and Admins can view the organizations in their primary navigation. This scares me, as it seems like updates are not taken too seriously, since this is a one sentence UI change for inaccurate information, not a new feature that needs to be developed. I understand missing a sentence when pushing an update, but it has been reported numerous times for years and never changed.
The current workflow is:
1. Be told that agents can access the organization page.
2. Wonder why agents can't see it.
3. Assume you set it up wrong.
4. Go back and forth trying different settings for a few hours.
5. Search for articles about this.
6. Read through 30 comments and find out that this is wrong information and hasn't been changed for years.
Why not just edit the sentence on the settings page?
0
Amy Pearson
Has there been any further development towards having Organizations viewable but not editable for agents? There is critical information on the Org level that agents need access to but the only option is to give them full editing capabilities.
0
Danielle DeCosta
I am trying to find the “multiple organization” setting mentioned above so
that I can have a field to select which org a ticket is associated to and I cannot find it. Please advise how I get this field in our ticket forms.
0
Patrick Beebe
also, Controlling access to the Organizations page = No information on this. other than
allowing to view all organizations
0
Okan Ogras
It worked, but why do I give delete rights for Groups and end-user fields? This will create another problem with role-based access control. Why can't they only see organizations? Why are we giving delete rights only for viewing? So, these users can delete groups as they want. If we want them to see organizations, we should allow them to play with user groups as they want or delete fields in the user profile!!!!! Is that it? Amazing. No one considers the security I think?
1
Shona
The above instructions talk about how to hide the Organization Field for Agents and Admins. Can I ask how do you hide it from End Users?
All the forms I have on our Help Centre for customers to access have the Organization Field showing, even though I did not add it.
Why is it there and how do I hide it?
0