| Suite | Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Professional or Enterprise |
You can enable users to belong to multiple organizations. Organizations are collections of users (both end users and team members). On Team plans, users can belong to only one organization.
Note: You must be an admin or an agent in a custom role with permission to edit organization membership for other agents and admins. Agents can only edit organization membership for end users.
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
People 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.
17 comments
Matteo Lavaggi
Hi, why team plan can only manage 1 organization? I need to apply to Wich plan instead to allow agents and customer to belong to multiple organization?
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Jimmy Rufo
1263797819069 , unfortunately, we can't not have the same domain on other organizations, because the domain applies to them as well. I also don't know how to exclude only certain accounts from the domain mapping, but would be interested to hear thoughts on if I'm missing something there.
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izabella
1263169422950 If you skip adding the domain on the other organizations the user wont be added to those automatically.
So a solution would be to not use the automapping for these customers, and connect the users to the correct organization.
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Tony
usually the user is automatically added to new organizations if you user mapped the email domain and the user is newly created.
But as it is now, I believe there is no way to limit this feature. But thank you for your feedback.
Best,
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Jimmy Rufo
Tony, my issue is that a user is being added to multiple organizations automatically, and Ideally, I'd like the mapping to cap at 1 organization. Any further organizations I would like to add manually to a user. Is that possible?
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Tony
if you are referring to user mapping, this should only work when you add a domain or multiple domains to the specific organization. If you don't, then new users will not be mapped, as we can read on this article.
I hope this helps.
Best,
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Jimmy Rufo
Is there a way to keep multiple organizations on, but only allow one organization to be added to a user automatically via the organization domain mapping? Unfortunately, we have a major issue with multiple clients of ours having users with the same email domain, and since we don't have reliable contact syncing from tools like Salesforce, we often have users with multiple organizations added to their account that have nothing to do with them.
Ideally, we can have just one, and an admin/agent can add/remove more organizations as necessary in the user's profile.
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Arianne Batiles
Hi Mayan Kopit,
Organization cannot be set through triggers and automations, so it has to be set upon ticket creation or manually by the agent.
When a user belongs to multiple organizations, the user can choose the organization for any support request they submit afterwards in your Help Center, as mentioned here.
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mayan kopit
Hi Gabriel,
My end user has several organisations connected to him.
When opening a ticket using email, I want to have the right organisation in place, based on the title. For example: "Acme - help with MFA" will change the org name from the default org to "Acme".
Is there a way to user triggers or Automations for that?
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Gabriel Manlapig
By default, new tickets submitted by users who belong to multiple orgs are associated to the default organization of the user. I hope this answer your question!
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