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.
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).
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.
Hello, my company is in a similar situation as described by the user above. We allow both external and internal users to submit tickets. Our internal users are set up as Light Agents currently but I'd like to restrict their access in terms of tickets they can see to only those that are created by someone within their same organization. I've checked the box to enable being able to add users to multiple organizations which I see is applicable to agents as well. Still, when I try to add an existing user (Light Agent) to a new organization I've set up to represent the team he is in, I get an error message saying that a user with that email already exists. Can this be resolved? Thanks
Thanks for reaching us!
Can you please make sure that you follow up on the instructions presented below to add the new organization to the profile? The error you have mentioned appears when you try to create a new user, and that is not the process you want to follow in this case.
I hope this helps!
Thanks, Gabriel. This is helpful, indeed! Is there a way to do this in bulk? I'd like to add ~50 existing light agents to the same organization. Thanks
You can find information on bulk updating users here: How can I bulk update users?
What happened if a user with more than one organization open a ticket via e-mail to our @support address?
In whose name will the ticket be opened? Will be the default one?
thanks a lot!
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!
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?
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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