Creating organizations



Edited May 07, 2025


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Is there a limit to the number of domains you can add to an Organization?

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Following up on Jan 3 2022 comment (Is there a way to automatically assign a group to a new organization?) and Jan 4 2022 update (I want to update the group on the organization record when the organization is created which needs to happen before the ticket is created). We have a similar need to A) update group automatically on org creation and B) updating existing org group (we recently made a change to our structure and need to update hundreds of orgs). Can this be done by bulk import?

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Hi Helen,
 

Based on the information in this article, to configure user mapping you will need to enter the email domains, separated with spaces (for example, organization1.com organization2.com).

We tried to use only the ‘co.uk’ or various other commercial domains with country codes, but unfortunately it did not work. I hope that answers your question. Thank you!

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Rather than using a full email domain (such as gmail.co.uk) is it possible to assign all that end ‘co.uk’ to a specific organisation by entering .co.uk in the Domain field for teh Organisation?

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¡Hello Julia, I hope you are well!

Thank you for your question. There have been no recent changes as to how Organizations handle their permissions, but keep in mind that there permissions at the Organization level as well as on the user level, and different combinations of these can have varying results. 

Here is a handy table describing what is the outcome based on the different configurations set for permissions on both the Organization and the user level:
 


You can find this table and more information on this topic on this article: What is the difference between ticket access at the organization level and user level?

Is it possible that the permissions set on your Organizations might be different from how it used to be?

I hope this was helpful!

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Did something recently change with adding organizations?   In the past I never set the user role when setting up the account and gave permissions at the user level.  However, for the past few weeks the user roles are being restricted by what's on the organization record.

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Brett Elliott so the answer is actually "No" : like I said, I would like to do it " only for him (he is a kind of director/manager) ". But thank you for the article.

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Hi Olivier MAS,

Yes, there are ticket access settings on both the Org and the User. This article explains how they work.

- Brett

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Hello,

We have, sometime, a need from a end-user : to be able to manage (read and write) all ticket from his organization. But only for him (he is a kind of director/manager).

Is there a way to give him this access ?

Actually the only way I found is to give him access to all his organization ticket (READ) and to... ask him to be in CC's on each new ticket which would be created.

Is there a simpler way to do so ? A kind of "Chief" status for this end user ?

Regards,
Olivier Mas

 

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When setting the Can view all org tickets in a user profile, while it works for the UI of viewing tickets, it does not allow for recipients of the emails to respond as a public comment.  This a deal breaker for many of our Customers as they have their own support teams in their organizations that need to be able to respond as being admins from their organizations.  Also, the lack of the ability to create an automation that adds these admin users to tickets so that they can publicly respond and their colleagues see the responses doesn't make sense.  If I can manually add them as cc's, then I should be able to automate that process.  Also, Spam tickets should not get assigned a ticket number.  If I've taken the effort to prevent domains from spamming, then the ticket should never be allowed to be created and assigned a number.  That has a dramatic effect on our analytics.

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