Managing organizations

After creating an organization, you can view and edit its settings, manually add users to it, and delete an organization as needed.

Administrators and agents with permissions can add and edit organizations. On the Team plan, users can belong to only one organization. On Professional and Enterprise, users can belong to up to 300 organizations. However, a user does not have to belong to any organization.

Topics covered in this article:

• Viewing an organization
• Editing an organization
• Manually adding users to an organization
• Restricting agents to an organization
• Creating views by organization
• Deleting an organization

Viewing an organization

You can view the organizations you've created from the Organizations page.

To view an organizations

1. In Support, click the Organizations icon () in the sidebar.
2. Find the organization you want to view and click on the organization's name. This opens the detailed view of the organization.

   Each organization shows the number of tickets and users associated with the organization. It can take a few minutes for Zendesk Support to index new tickets and users. If they don't appear in your organization details, wait a few minutes and try again.

Editing an organization

You can edit an organization's settings as needed. You must be an administrator to edit or delete organizations.

To edit an organization

1. In Support, click the Organizations icon () in the sidebar.
2. Find the organization you want to edit and click on the organization's name.
3. Make your edits.

   Your updates are saved automatically, so when you are finished you can simply navigate away.

Manually adding users to an organization

You can add 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. For security, agents can only add end users to organizations. Administrators can add agents and end users to organizations.

On the Team plan, users can belong to only one organization. On Professional and Enterprise, users can belong to up to 300 organizations.

To add a new user to an organization

1. In Support, click the Organizations icon () in the sidebar.
2. Find the organization you want to edit and click on the organization's name.
3. Click the drop-down icon at the top-right of the page and select Add user.
4. Enter a Name, Email address and select a User type, then click Add.

   The user’s profile page appears, where you can enter any other required information.

To add an existing user to an organisation

1. Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
2. At Org, click + add organization, and start entering an organization name.
3. Select the organization name from the suggested matches.

   Your update is saved automatically, so when you are finished you can simply navigate away. You can change the user's organization at any time by editing their profile. End users cannot change their own organization (administrators and agents can).

If you are on Professional or Enterprise and add users to multiple organizations, see Managing users in multiple organizations.

Restricting agents to an organization

One of the options you have for managing the ticket workflow and controlling the access agents have to tickets is to add them directly to an organization and then restrict their access privileges to that organization. You must be an administrators to set this up.

If you are on the Enterprise plan, you can restrict access to an organization for all agents in a custom role, but you cannot restrict access on an individual agent level.

To restrict agents in a custom role to an organization (Enterprise)

• 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 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 cannot view end user information on the Customers page.

To restrict an agent to an organization (Team and Professional)

1. In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
2. Find the agent you want to edit and then click edit.
3. In Access, select Can view tickets from user's org
4. In Org, add the name of the organization, if there is not already one there.

   If you are on the 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 simply navigate away.

Regardless of the groups they belong to, agents will only have access to the organization's tickets.

Note: Notwithstanding ticket access restrictions, CC'ing an agent on any ticket lets the agent receive email notifications of all public and private updates to the ticket.

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 to edit or delete organizations.

Note: When you delete an organization, any business rules you set up using the organization you deleted will no longer function properly.

To delete an organization

1. In Support, click the Organizations icon () in the sidebar.
2. Find the organization you want to edit and then click on the organization's name.
3. Click the options arrow in the upper right, then select Delete.

   

4. 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.