Managing users in multiple organizations

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  • 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?





  • 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.



  • Rachel Mooney


    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".

  • 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!

  • 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.

  • 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?

  • 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.


  • 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?

  • Thomas Verschoren
    Community Moderator



    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, 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

  • 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.

  • 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!
  • 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? 

  • 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

  • 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.
  • 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.
  • Antoine M


    I use the SSO to allow users to log in through their account on Zendesk and until now I was sending "organization" in the JWT payload.
    For a week I switched to multiple organizations: following the documentation we just need to send the "organizations" field.


    This is exactly what I did and it works fine for organizations already created in Zendesk. But the SSO crashes for an organization that Zendesk does not know and this is not specified in the documentation, is it expected? Because when we were sending a single organization it was working perfectly fine if Zendesk did not have the organization created on its side.

    The user is logged out with this message in the URI: ?kind=error&message=User update failed: The organization with the name 'blabla does not exist.

  • Cheeny Aban
    Zendesk Customer Care
    Hi Antoine M, 

    I created a ticket for you so we can further troubleshoot the issue. I'll wait for your reply
  • Qin Brian

    Sorry for not going through all posts.

    I have one question on triggers to users with multiple organizations.

    I give one example:

    One user named James who is categorized as Organization ABC and Organization DEF.

    Or we call them as entity like VIP user, who are tending to complain, or whose hobby is travel etc. 

    There are two triggers named ABC_trigger and DEF_trigger.

    The triggers work for each organization. 

    When James creates one ticket via mobile sdk, which trigger will be activated and which trigger will not be activated?


  • Gab Guinto
    Zendesk Customer Care
    Hi Qin Brian,

    The Organization condition in triggers checks the Ticket organization value. By default, new tickets submitted by users who belong to multiple orgs are associated to the default organization of the user. This is also the behavior of requests submitted via the SDK. In your sample scenario, if Organization ABC is set the default user org, then that will be set as the ticket organization when James submits a request, and ABC_trigger should fire on the ticket.
  • Wieke van Gerwen

    How do we change the e-mail that comes from following all the tickets from an organisation?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Wieke van,

    As of the moment, it is not possible to modify or edit these emails coming from Zendesk Guide following organizations ticket. 

    I've taken a look and found that other users are discussing similar needs here:

    Add the ability to customize the organization subscription email

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. I hope this answer your question. Thank you!

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