If multiple organizations is enabled, you can add users to multiple organizations. A user can belong to as many as 300 separate organizations. On Team plans, users can belong to only one organization.
Adding and removing multiple organizations for users
You can add a user to up to 300 separate organizations. You can remove a user from any of their organizations as needed.
When you add a user to an additional organization, that user's already-existing tickets are not affected. However, agents will need to manually select an organization for that user moving forward.
When you remove a user from an organization, if the organization was the user's default organization, a new default organization is selected from the user's remaining organizations. Removing users from organizations affects tickets these ways:
Any non-closed tickets associated with that user and that organization are updated to have no organization. They aren't automatically assigned to another organization. You can add an organization to the associated tickets at any time.
Any closed tickets remain associated with the organization that was set on the ticket when it was closed.
If one of the organizations a user belongs to is deleted, any non-closed tickets associated with the deleted organization are updated to have no organization. If the organization that was deleted was the user's default organization, one of the user's other organizations is promoted to be the default organization.
To add a user to multiple organizations
- Open the profile for the user you want to add to multiple organizations.
- Click Add organization.
- Start typing the name of the organization, then select the organization.
A list of matching organizations appears as you type.
- Click Add organization to add another organization, and repeat as needed.
Your update is saved automatically, so when you are finished you can simply navigate away.
- Open the user's profile.
- Click the name of the organization you want to remove, then select Remove.
- Click Yes, remove it in the confirmation box.
Changing the default organization for a user
When you add a user to multiple organizations, the first organization that you added to the user becomes the user's default organization. If the default organization for a user is deleted, and the user belongs to multiple organizations, one of the other organizations the user belongs will become the default organization.
When an organization is deleted, any non-closed tickets associated with the deleted organization are updated to have no organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations is promoted to be the default organization.
The default organization is also used in Explore for reporting. You can report on users according to their default organization only.
You can change the default organization for a user at any time.
- In the user's profile, click the name of the organization you want to make the default, then select Make default.
Understanding the end-user experience for multiple organizations
When users belong to multiple organizations, they can choose the organization for any support request they submit in your Help Center.
Users who belong to multiple organizations can change the organization for any of their support requests in your Help Center.
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?
It appears that this was resolved when you've chatted with Zendesk support team.
Please feel free to contact again if anything comes up.
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".
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!
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.
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?
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.
@... 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?
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
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.
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!
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?
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?
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.
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.
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.
I created a ticket for you so we can further troubleshoot the issue. I'll wait for your reply
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?
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.
How do we change the e-mail that comes from following all the tickets from an organisation?
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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