You can enable your agents to add users to multiple organizations, up to as many as 300. Organizations are collections of users (both end users and team members). On Team plans, 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
- In Admin Center, click the People icon (
) in the sidebar, then select Configuration > End users. - 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 or through bulk import.
To manage users in multiple organizations, see Managing users in multiple organizations.
2 Comments
We want to use Zendesk- for now- to support our internal employees in various departments. Those employees in turn are usually submitting tickets for work/issues which ties to an external customer. It's very important we be able to track the external customer and the tickets we've worked on for them (even though our Agents won't be in direct contact with the external customer).
Is there any decent way to facilitate this? The only idea I've come across is to make our internal employees Light Agents so they can submit tickets on behalf of an Organization which is the external customer. Unfortunately, I'm not sure this will really work because our internal employees (close to 100) could be submitting a ticket for any of a couple thousand Organizations, so we can't really associate every employee/Light Agent with every Organization (external customer).
Thoughts?
You can utilize light agents for it. They can create the ticket directly from the Support UI and designate the end-users as a requester. When it comes to these tickets you can designate a specific tag for it and add it as a condition on your triggers so that it will not fire when these tags are present. For example, "Notify requester and CCs of comment update". This will make sure that the comments will not be sent to the requester, if the assignee have added a public comment accidentally. Communication to these tickets can just simply be via internal comments.
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