About organizations and groups

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19 Comments

  • Fra Lowe

    @... I'm evaluating Zendesk as an Internal Help Desk. My team of 9 handles queries from 25+ departments, with 9000+ employees. Our customers or end-users are all internal employees with a single domain name

    How can we organise the tickets that come in, and recognise which department the ticket is from? We will only have one Group of agents (my team).

    How can I ensure that tickets from a single department (eg. Sales) are grouped together, so I can view the historical tickets in the future and not lose context?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Fra,

    Excellent question!

    You have a couple of options that will help with grouping your tickets: 

    1. Set up a separate support address for each of department you support in your Zendesk account. This would allow for you to create multiple views based on the support address the ticket is originating from. I've attached a sample view for you below from my test account: 

     

    2. Your other option would be to create multiple ticket forms so each of your departments has a ticket form they can submit requests through. This would give you more control over what information is provided to your agents once the ticket has been submitted which can help reduce the back and forth between customer and agent.

    Once these forms are created, your internal users can access them from your Help Center new request page. The URL will be https://(your subdomain).zendesk.com/hc/en-us/requests/new or they can select the Submit a Request button towards the top right of your Help Center. I've attached a screenshot of what this would look like once you have multiple forms set up: 

    Once that's all taken care of, you can create a view for each of your departments based on the Ticket Form the request came in from. Similar to the screenshot I shared above but instead you'll use the Ticket Form condition. 

    The two above options will be the easiest method for grouping your tickets by department but if that's not quite what you're looking for please let me know.

    Cheers! 

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  • Raphaël Péguet

    Hi Zendesk! 

    There's a "hidden trigger" from Zendesk that is not presented yet in this article:

    If there is only one agent in a group  -> every ticket assigned to this group is automatically assigned to the agent. (even if you have 10 groups)

    Is there a way to stop this please :)?

    Best regards

    Raphaël

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  • Dane
    Zendesk Engineering
    @Raphaël,
     
    This behavior is expected whenever a group has only one member. I have tried to use triggers and automations to remove it. However, it will not fire as long as the group only has one user.
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  • Raphaël Péguet

    Thanks :)

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  • Elena

    Hello!
    I'm new to Zendesk, and I'm trying to understand what would be the best way to organize tickets we receive from end-users of two different apps.

    Here's what I need:
    1. Separate Help Centres for two groups of end-users where
    Group 1 using app A has access to app A Help Centre while Group 2 using app B has access to app B Help Centre.
    2. Two sets of templates, one per end-user group.
    Currently, I have over 100 templates, the list is long and it's not easy to navigate.
    I'd prefer 50+ for Group 1 using app A and 50+ for Group 2 using app B.
    3. All of the other settings and triggers could be the same for both groups.

    Kind regards,
    Elena

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  • Dane
    Zendesk Engineering
    @Elena,
     
    Multiple Help centers are supported on Zendesk Suite: Growth and above or a combination of Support and Guide: Enterprise.
     
    You can also have one Help Center, but with articles restricted to a specific user segment. This way, only specified users can access those articles. More information can be found on Can I restrict access to articles?

     

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  • Jeremy Gaines

    Hi! 

    I am trying to create a view using the "Ticket Form" condition mentioned by Brett but I am having some difficulties locating this. Is it limited to a certain level of subscription? 


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  • Dave Dyson
    Zendesk Community Manager
    HI Jeremy,
     
    Yes, creating multiple ticket forms per Brett's suggestion above requires either the Zendesk Suite at the Growth plan level or above, or Zendesk Support Enterprise. There's a graphic at the top of our Help Center articles that shows which plans the given feature applies too (see create multiple ticket forms) for creating multiple ticket forms.
     
    If upgrading your subscription isn't an option, then Brett's first suggestion should still be possible. 
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  • Andriana G

    Hello, I'm looking to understand the impact of removing users from organizations. Currently, all of our internal users (light agents) are in the same org as our support team (team leaders - the true ticket-resolving agents). I want to be able to put all of our internal clients into the same org and eventually demote them to end-users so that they'll only be able to see tickets submitted by members of their same org/team. If I change their organization now from say A to B, will they still be able to view tickets that were submitted by their team members from when they were still in org A? Thanks

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  • Dave Dyson
    Zendesk Community Manager
    Hi Andriana,
     
    If you change a user's Organization membership from A to B, assuming both are shared organizations, that user will no longer be able to see tickets from other users in organization A.
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  • Andriana G

    Hi Dave, that doesn't quite answer my question but I'm assuming the answer is "yes." In other words, it doesn't matter what organization someone belonged to at the time the ticket was opened - if you're in that same person's organization today, you'll be able to see any ticket they've ever opened. Essentially tickets are not forever tied to organizations but they are to users. As long as I put everyone together in the same org, they'll be able to see each other's tickets regardless of what organization they were in at the time the ticket was created - tickets follow the users. Am I making any sense/is that correct?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Andriana,
     
    To clarify: if you're the requester on a ticket, you'll be able to see it no matter your organizations memberships. If you're not the requester or a CC on a ticket, you won't be able to see it unless you're a member of the organization associated with the ticket's requester, and the organization is set to allow shared tickets. Does that answer your question?
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  • Andriana G

    Hi Dave, I just did a quick test actually to see what would happen and these were my findings that others may or may not find helpful... The accounts for users A and B were originally created with a default org of X. I created a new org, org Y, and added both users A and B. I deleted org X just from user B's account and made Y the new default. When I asked user B if she could still see a ticket that had been created by user A, even though they are both in org Y, she was not able to see the ticket. I assume this means that tickets are tied to organizations. Just because users share organizations doesn't mean they will have access to ALL of each other's tickets. I'm trying to find a way around this but I realize it's complex so I'm going to follow up with our account rep. Thanks for your help!

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  • Dave Dyson
    Zendesk Community Manager
    Thanks Andriana, glad I could help!
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  • Debora Olivier

    Hi, I am trying to set up Zendesk, but having a hard time getting an overview picture of the organisation of the software (and the multiplication of articles and link to articles doesn't help).

    - is there a schematic of the steps by step setup:
    - Is there a schematic that represents groups, organizations agents etc somewhere?

    We are providing support both internally (sales team, R&D team etc) and externally on multiple topics (hardware, software, consumables, consulting etc). Some of the customers have service agreemetns at different levels; we also deal with distributors ...

    My reading of this is that the base level is the organisation:

    - Service level: eg warranty, SL1, SL2, SL3 (with different rates of response)
    - internal requests
    - distributor requests

    and then within those organisations, have groups
    - consumables
    - hardware
    -software
    - feature requests etc

    thanks in advance

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Debora Olivier

     

    An organization is a collection of end-users so just by itself it doesn't have its own SLA. But you can set it up that all tickets from that organization be associated with an SLA by setting up an SLA policy. We understand that searching through multiple articles is a bit taxing. We do offer free Zendesk training here if you are interested to check it out. Hopefully, this helps!

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  • Anders Bjurdalen

    Hi supporters!

    We're setting up new organizations but we need layers of different organizations and organizational units underneath to be able to handle support and also reporting. I can't find how to do it? What can I do to solve this?

    Thanks in advance

     /Anders

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Anders Bjurdalen,

     

    One of our Community Moderators actually created a workflow that you can try out. It's located here in the similar Community Post called "Sub-Organizations layer and end-user grouping". Hope this helps!

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