Admins and agents in custom roles with permission can manage organizations by viewing and editing organization settings, manually adding end users to organizations, and deleting organizations as needed. You must be an admin to manage organization assignments for agents.
Related articles:
Editing an organization
You can edit an organization's settings as needed. You must be an administrator or an agent in a custom role with permission to edit organizations.
- In Support, click the
Organizations icon (
) in the sidebar.
- Find the organization you want to edit and click its name.
- Make your edits.
Your updates are saved automatically.
Manually adding users to an organization
You can add team members and end users to an organization at the time they are created or later by editing their profile. You can also include users' organizations when importing new users in a bulk import operation.
You must be an admin to manage organization assignments for agents. Admins and agents in custom roles with permission can add end users to organizations.
On Team plans, users can belong to only one organization. On all other plans, you can enable multiple organizations for users, allowing users to belong to up to 300 organizations. However, a user doesn't have to belong to any organization.
- In Support, click the
Organizations icon (
) in the sidebar.
- Find the organization you want to add a new user to and click the organization's name.
- Click the drop-down icon at the top-right of the page and select Add user.
- Enter a Name and Email address.
- Select a User type and then click Add.
The user’s profile page appears, where you can enter any other required information.
- Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- In the Org field, start entering an organization name.
- Select the organization name from the suggested matches.
Your update is saved automatically.
If you add users to multiple organizations, see Managing users in multiple organizations.
Restricting agents to an organization
One of the options you have for managing ticket workflow and controlling agent access to tickets is to add them directly to an organization and then restrict their access privileges to that organization. You must be an administrator to set this up.
On Enterprise plans, you can restrict access to an organization for all agents in a custom role, but you can't restrict access on an individual agent level.
- Create or edit a custom agent role and set ticket access to Requested by end users in this agent's organization. You can restrict a custom role to one or multiple organizations.
On Team, Growth, and Professional plans, when you restrict agent access to tickets within their organization, those agents can no longer update end user information or add end users to tickets, and they can't view end user information on the Customers page.
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Click the agent that you want to edit, then, on the agent's page, click Manage in Support.
- Under Access, select Tickets in agent's org.
- Under Org, select the name of the organization, or you can enter a new
one.
If you are on the Growth or Professional plan, you can add more than one org, if you want to restrict the agent's access to multiple organizations.
Your update is saved automatically, so when you are finished you can navigate away.
Regardless of the groups they belong to, agents will only have access to the organization's tickets.
Creating views by organization
You can use organizations when creating views and business rules.
For example, a common use for organizations in a view is to monitor ticket activity.
This view displays unsolved tickets that are assigned to an organization named Customers.
Deleting an organization
You can delete an organization as needed. You must be an administrator or agent in a custom role with permission to delete organizations.
- In Support, click the
Organizations icon (
) in the sidebar.
- Find the organization you want to edit and then click on the organization's name.
- Click the options arrow in the upper right, then select Delete.
- Confirm that you want to delete the organization.
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.
13 Comments
Is it only Admins that can view Organisations? If so, is there anyway to enable access for an agent to view Organisations?
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.
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?
You can go directly to the organization and edit the domains section.
nc
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?
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!
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....
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?
Hi,
You can easily delete organizations, users, and tickets in bulk with Purge My Zendesk. Everything can be done in a few clicks.
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 needsStep 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
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?
Please sign in to leave a comment.