![](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png)
Organizations are typically collections of your end users, but they can also include agents. Your account starts with a single, default organization that has the same name as your account and contains all your users.
Admins and agents in custom roles with permission can create and edit organizations. How you set up your organizations depends on how you want to define your workflow and organize your users. See About organizations and groups.
On Team plans, users can belong to only one organization. On all other plans, users can belong to up to 300 organizations. However, a user does not have to belong to any organization.
Creating organizations
Admins and agents in custom roles with permission can create organizations.
The following video gives you an overview of how to create an organization:
Creating organizations [1:01]
- In Support, click the
Organizations icon (
) in the sidebar.
- Click Add organization. Alternatively, hover over the +Add tab in the
top toolbar, then select Organization.
- Enter a unique Name for the organization.Note: Don't include a pipe (|) character in the organization name. If you do, the organization won't be created.
- If you want to set up user mapping, in Domains, enter one or more email
domains, separated with spaces (for example, organization1.com
organization2.com).
With user mapping, users from the specified email domains are automatically added to this org when they submit a request for the first time or register. If you add a domain that is already mapped to another org, users are mapped to the first organization alphabetically.
- Click Save.
You can add additional information after clicking Save.
- Optionally, enter Tags.
- If you want to set up group mapping, select a Group.
When you set up group mapping, an organization's tickets are automatically assigned to the specified group.
- For Users, determine ticket access for tickets in the help center customer
portal. Important: There are organization access settings in the user profile and in the org itself. If the settings are in conflict, the more permissive setting overrides the less permissive setting.
Ticket access options include:
-
Can view own tickets only: users in this org can view and edit their own
tickets only.Note: If you chose this setting, but the access setting in the user's profile or custom role gives the user access to all org tickets, this org setting will be overridden by the user setting.
-
Can view all org tickets: users in this org can view all org tickets. This
is referred to as a shared organization For this setting, determine whether
users can also comment on org tickets.Note: If you chose this setting, and the access setting in the user's profile or custom role restricts access for users in the org to their own tickets only, this org setting will override the user setting.
-
Can view own tickets only: users in this org can view and edit their own
tickets only.
- Enter any Details or Notes you want.
The new organization is saved automatically.
If you want to add further information to your organization than the default fields contain, see Adding custom fields to organizations.
Automatically adding users to organizations based on their email domain
Users can be automatically added to an organization based on their email domain when they submit a request for the first time or register. This is referred to as user mapping. An administrator can set this up by editing an organization's settings.
- In Support, click the
Organizations icon (
) in the sidebar.
- Find the organization you want to edit and click on the organization's name.
- On the organization's detailed view, enter the email domain(s) (separated by a space)
in the Domains field to set up user mapping.
Your update is saved automatically, so when you are finished you can simply navigate away. A user must then verify the email address for it to be added.
- Users are automatically mapped to the first organization sorted alphabetically by name
- Users are no longer mapped to the previous organization
- The email domain is automatically included in the allowlist
If you've added email domains to the allowlist (see Using the allowlist and blocklist to control access to Zendesk Support), these domains will be automatically included in the list. Although allowed domains are included, they are not shown on this organization settings page.
Removing the domain mapping will also remove all users who were mapped to the domain.
Mapping a group to an organization
An organization's tickets can be automatically assigned to a group. This is referred to as group mapping and can be set up by an administrator.
- In Support, click the
Organizations icon (
) in the sidebar.
- Find the organization you want to edit and click on the organization's name.
- On the organization's detailed view, select a Group from the drop-down list to
set up group mapping.
Your update is saved automatically, so when you are finished you can simply navigate away.
New tickets will now automatically be assigned to the selected group; however, business rules and agents may override this default group setting.
Setting up a shared organization for end users
You have the option of allowing all of the end users in an organization to see each other's tickets. This is referred to as a shared organization. This can be set up by an administrator.
- In Support, click the
Organizations icon (
) in the sidebar.
- Find the organization you want and click the organization's name.
- On the organization's detailed view, select Can view all org tickets in the
Users field. Then, if you want to allow users to add comments to shared
organization tickets, select and add comments.Important: This organization-wide setting overrides the user access setting in the user profile. Meaning that, even if you restrict a user in this org to view their own tickets only, they will be able to see all org tickets if the org access is set to view all org tickets.
Your update is saved automatically, so when you are finished you can simply navigate away.
Alternatively, instead of allowing all end users in an organization to see an organization's tickets, you can grant this privilege to select end users. To do so, set the org to Can view own tickets only, then set individual users to Can view all org tickets in their user profiles. The user permission in that case overrides the organization-wide setting.
52 comments
Dave Dyson
Users set individually to Can view all org tickets have view-only access to tickets from other users in their Organization; they can't add comments.
0
Danielle DeCosta
Is there a way to bulk import domains? We have our orgs synced from Salesforce but I am noticing the domain field is not filled in on most of our accounts. We bulk import custom fields to manually update when needed, how do we update all domains at once? We have over 3k organizations to update.
0
Brett Bowser
I'd recommend taking a look at the following article which goes over bulk updating organizations which will allow you to update their domains: Bulk importing organizations
I hope this helps!
0
Danielle DeCosta
Thanks Brett! I read this so many times and never realized that "Default" was the field labeled for Domains I appreciate it!
0
Brett Bowser
0
Michael Jagt
Can I create an import that adds the domains to the organisations as well automatically? Currently my team has 1300+ organisations and having to add them all manually is very tedious
0
Arianne Batiles
Hi Michael Jagt, Yes, when bulk importing organizations, you can use the default field to map users to an organization via domain. Domains are separated with spaces.
1
Jasmine Gilbert
Hi... Is it possible for end users to set org level ticket sharing/visibility themselves? Rather than a zendesk admin setting it for them. Thanks
0
Gabriel Manlapig
I understand that you're looking into a way to give permission to your end users to set organization level ticket sharing/visibility themselves. Unfortunately, this is not yet available and must be configured by an agent or administrator.
I hope this answer your question. Thank you!
0
Henrik Heckmann
Hi Team,
I have a question about feedback, please.
At the moment, most of our tickets get solved by teams of outside vendors. When we get an escalated ticket from them, we have - if it's merited - a choice to open up a Google form (which then gets sent to the vendor's manager). We do this when we want to comment on what the vendor might have done better in the ticket (e.g. wrong advice given, language not personalized, etc.)
While the separate Google form works to some degree, it's somewhat cumbersome, and as a result, not as much feedback gets given as would ideally be the case.
Given the restriction outlined above (i.e. we are not meant to address the vendor directly but let their manager know instead), is it possible to have "a box" within the Zendesk ticket that then automatically notifies the manager (after their name has been entered/defined somewhere)?
Also, the current Google form lets managers turn the submitted info into a Google sheet quite easily, so the "Box" scenario would need to allow for this, too.
Thank you for letting me know if this sounds like something that could potentially be integrated into our tickets.
0
Jenn Luna
Is there a way to set user level ticket sharing/visibility via API?
0
Hiedi Kysther
Hi Jenn Luna,
To clarify, are you referring to Ticket Sharing or the agent's ability to share tickets with other Groups? Could you provide more information with your target workflow. Thank you!
0
Michael Potts
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.
1
Olivier MAS
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
0
Brett Elliott
Hi Olivier MAS,
Yes, there are ticket access settings on both the Org and the User. This article explains how they work.
- Brett
0
Olivier MAS
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.
0
Julia DiGregorio
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.
0
Beto
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!
0
Helen
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?
0
Gabriel Manlapig
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!
0
Judy Correia
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?
0
D.Fitz
Is there a limit to the number of domains you can add to an Organization?
0