Managing users in multiple organizations

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15 Comments

  • Kirti Dbvisit

    Hi !

    I would like to allow one user to view all the tickets created by users org, the customer is aiming to view tickets created by the Org-1 & Org-2 users. I have created 2 org with email domain and allow the customer to view tickets from user's org, I tried by assuming the identity and can see Org-1 tickets but not the org-2. Can someone please suggest how can I achieve it?

    Thanks,

    Kirti

     

     

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  • Michael Froeming
    Zendesk Customer Care

    Hi Kirti,

    It appears that this was resolved when you've chatted with Zendesk support team.

    Please feel free to contact again if anything comes up.

    Best,

     

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  • Rachel Mooney

    hi!

    Q: are triggers capable of changing the associated org for a new ticket, based on ticket conditions? as in, "if the requester belongs to multiple orgs and the subject contains the word "X", then make X the org for this ticket".

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  • Holly
    Zendesk Customer Care

    Hi Rachel!

    There is not a trigger action to update a ticket's organization, unfortunately, but you can have a trigger add a tag based on subject text — that may make these tickets easier to view and organize.

    If you have a moment to share some more details of your use case, there's a feature request thread where others are discussing similar needs here too. Thanks!

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  • Ariel Kenneth Ampol

    It seems I have a view different from the screenshot in that I don't see "add organization."

    We recently upgraded to Zendesk Suite Growth for this feature, yet I can't utilize it. I have also enabled Multiple Organizations following the article "Enabling multiple organizations for users."
    Am I missing something here?

    UPDATE: I checked our "Customers" settings again, and it seems even though I select "Allow users to belong to multiple organizations" and save it, it doesn't take effect.

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  • Kamil B

    We are planning to enable `Allow users to belong to multiple organizations` option on our end, however, we wonder what will happen with already existing users and tickets in the system. Will organization assignment stay as is and tickets will remain in proper statuses once this option is turned on?

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  • Thomas Verschoren
    Community Moderator

    Hey Kamil

    Existing tickets will stay assigned to the current organization.

    When tickets are created they will now show a new dropdown next to the ticket allowing you to change the organization that ticket belongs to.

    By default it will assign it to the default organization of the requester.

     

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  • Kamil B

    @... that sounds good. What in case that user membership in given org will be removed. Will user still see the ticket on his end? Will ticket remain visible for users within that org that was assigned previously?

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  • Thomas Verschoren
    Community Moderator

    Hey,

     

    For any closed ticket (that is a ticket that is solved and than closed by automation or the system after x days), the assignment will be permanent and the ticket will be assigned to that organization.

    If you’ve setup the organization that tickets are shared across the organization (see https://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations#topic_nat_vgn_bc), that ticket will remain visible.

    For active tickets, the ticket will be removed from the organization if the user is removed from that organization upon the next update of the ticket. Changing the requester to another employee is a better flow then

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  • Matt Farrington-Smith

    Hi Jennifer Rowe @... any idea why our agents are suddenly unable to add orgs to a user profile? I've assumed the roles of the agent(s) affected and observed it happening too. You can search for an Organization but when selected it just disappears from the list.

    I'm an Admin and I'm able to add them.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Matt,

    Most likely this comes down to a custom role permission for these agents. I'd recommend taking a look at this article: Why can't some of my agents edit user and organization fields?

    These permissions will differ depending on the plan level you're on as well. 

    Hope that helps point you in the right direction!
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  • Neal Shmidman

    I have the same question as Kirti above. Does anyone have guidance on which tickets an end user who can see all tickets in their org will see if/when they belong to multiple orgs? 

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  • Chris Royall

    Hi Jennifer Rowe and Brett Bowser,

    I have the same issue as Matt Farrington Smith. Agents are unable to add organisations to an end-user, just appears in the list then disappears when selected. Admins can add fine. 
    We are on Enterprise and I have ensured the agents have 'Manage User Fields' and 'Manage Organisation fields' checked in their role; also they have access to 'All tickets' but still not working. 
    Am I missing a setting? 
    Many thanks
    Chris

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  • Dane
    Zendesk Engineering
    Hi Neal,
     
    In order for endusers to see tickets on different orgs, you need to enable "Can view all org tickets" in the Organization Profile.
     

     
    Next is add the orgs the user profile you prefer.
     

     
    Once done, the end user can go to the "My Activities" section to see all the org tickets. 
     

     
    If you'll notice there are only two orgs available in the dropdown even though I added the user three orgs. It's because the third org does not have any tickets.
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  • Dane
    Zendesk Engineering
    Hi Chris,
     
    I have created a ticket for you to further investigate this behavior. Please wait for my update via email and let's start from there.
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