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Managing organizations



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Jun 21, 2024


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25 comments

Is it only Admins that can view Organisations? If so, is there anyway to enable access for an agent to view Organisations?

 

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Colleen Hall

Zendesk Documentation Team

Hi shelley,

Thank you for your question! On Enterprise and Enterprise Plus plans, you can update agent roles or define new custom agent roles with permissions to access and manage organizations. On all other plans, only admins can access the Organizations page. 

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I can see how to edit the organization name, and how to add users.
However, is there any way to edit the domains associated with an existing organization?

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Dane

Zendesk Engineering

Hi Stuart,
 
You can go directly to the organization and edit the domains section.
 

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nc

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Hey guys. 

I`m just curious, is there a way to add users to the organization in a bulk? Not by email domain (coz our end users have different domains), but just somehow add all email addresses in a bulk? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Dmytro,
 
To update your user's organization and to do this in bulk, you can either generate a user CSV of your existing users and re-import the file into your Zendesk or use an API call. 
 
Here is an article as a reference to this:
 
How can I bulk update users?
 
I hope this helps!
 

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Can you bulk import an update to Organization's names? - I have 800+ Orgs already in... but wanting to add something to the end of each Org's name....

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Are you able to create a view that shows the Organisation and any custom fields that have been added?

Also, how do I disable an Organisation from appearing in the Organisation view as they are no longer a customer but we have previous Support tickets against their name that we don't want to lose?

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Hi,

You can easily delete organizations, users, and tickets in bulk with Purge My Zendesk. Everything can be done in a few clicks.

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Viktor Osetrov

Zendesk Customer Care

Hello Andy,

Thanks for your interesting question. 
Yes, you can achieve it using the following steps:

Step 1) Please bulk export your current organizations using the List Organization API:
GET /api/v2/organizations

Step 2) Prepare a JSON or CSV file with your updated organization names
Please keep organization_id . You should only update the organization's names on your business needs

Step 3) Update Organizations Using the API
PUT /api/v2/organizations/update_many

Please notice that 
> These endpoint returns a maximum of 100 records per page or Bulk/batch updates up to 100 organizations.
> You can solve the API limits via Pagination  

Hope it helps

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I would love to be able to allow agents, with a customer role, to be able to add other agents to organizations. It is not efficient for only admins to be able to add agents to organizations. 

Is this enhancement planned for at this time? 

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Shawna James

Community Product Feedback Specialist

Hi Emily, thank you so much for providing your feedback here. I want to point you in the direction of our product feedback form for Support, which our PM's monitor for customer product feedback and new ideas. If you are able, we would appreciate you sharing your product feedback/feature request in that forum so that it can remain more visible to our PM's. Thank you again for your feedback!

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How do you remove users from an organization?

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Neil

Zendesk Customer Care

Hi Shaun,
 
There's no default option to remove a user from an organization, but you can remove an organization from the user's profile
 
  1. Open the user's profile.
  2. Click the name of the organization you want to remove, then select Remove.

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That is hugely disappointing. You have the capability of adding users to an organization from the Organization view, but not to remove them?

So is the only way to do so is multiple clicks for every user from the Organization view, going back and forth between it and the user profile? That is so tedious!

Yet another reason to leave Zendesk.

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Neil

Zendesk Customer Care

Hi Shaun,
 
I understand where you're coming from. At the moment, this is a limitation on how Organizations can be maneuvered. With this in mind, we highly appreciate if you could share your product feedback here where our Product Managers keep tabs on customer feedbacks.

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Is it possible to see an audit/change log of an organisation? Adding users, changing an organisation name, etc?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Matthew Finnemore welcome to our Community! 

If you are on Enterprise plan, you should have access to your Audit logs within your Admin Center. I have tested this and the name change and adding of users is logged there :) 

Please see sample screenshot from my test account: 



Hope this helps!

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What happens to the tickets and users of the organization when deleting the organization?
What's the best way to fully delete all content related to an organization (tickets, users, organizations)?

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JR Lausin

Zendesk Customer Care

Hi Patrick,
 
Any users that were assigned to the organization will be removed from the organization (since it doesn't exist anymore) and the organization will be removed from any tickets it was assigned to. Any business rules you set up using the organization you deleted will no longer function properly.
 
Please check this article
https://support.zendesk.com/hc/en-us/articles/4408846640410-Managing-organizations
 

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Thanks JR, understood, so deleting an organization doesn't mean the users of that organization nor the tickets are deleted? 
What's the best approach to delete all information (Org, users, tickets) related to data protection and privacy regulations. Our idea currently is to delete all data related to an organization when a contract ends. 
I noticed you have some guidance on ADPP but it looks to me that we need to separately delete tickets, users and organizations if we'd choose to remove all customer data from our Zendesk instance

 

Thanks for your advice

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JR Lausin

Zendesk Customer Care

Hi Patrick,
 
You're actually correct, deleting an organization would only affect the organization and not the users, tickets and other data that are tied to that org.  a. It may be worth taking a look at our app marketplace to see if there's a 3rd party integration available.  For example: GDPR Search Destroy (https://www.zendesk.com/marketplace/apps/support/206749/gdpr-search--destroy/)  or GDPR Compliance app (https://www.zendesk.com/marketplace/apps/support/200668/gdpr-compliance/). 
 
b. Otherwise, see how to bulk delete users: https://support.zendesk.com/hc/en-us/articles/4408883543450
-How-do-I-bulk-delete-organizations-and-users-in-Zendesk-Support- And tickets:
 
 https://support.zendesk.com/hc/en-us/articles/4408830952474-How-can-I-bulk-delete-closed-tickets-
 
Sincerely,
 

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How do you bulk delete organisations ?

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JR Lausin

Zendesk Customer Care

At this time, there is not a method to bulk delete organizations from within the agent interface. We recommend leveraging our API with a custom script

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