Enabling multiple organizations for users

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  • Ted Stenger

    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).


  • Dane
    Zendesk Engineering
    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.
  • Andriana G

    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

  • Gabriel
    Zendesk Customer Care
    Hello Adriana!

    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! 
  • Andriana G

    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

  • Dave Dyson
    HI Andriana,
    You can find information on bulk updating users here: How can I bulk update users?
  • Marcelino Zarate

    Hi Zendesk!

    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!

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Marcelino,
    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!
  • 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?


  • Arianne Batiles
    Zendesk Customer Care

    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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