Hierarchy to my organizations

12 Comments

  • Carsten Falborg
    Community Moderator

    Hi Corinne

    The standard organisation structure in Zendesk is very flat and doesn't allow for child/parent structure. However, i believe that you can achieve this with the new Custom Objects in Zendesk. Essentially you would create a custom database in Zendesk holding the information for the child/parent org information. All this would have to be programmed and apps created to display this information... Currently Custom Objects is only available for Enterprise customers: https://help.zendesk.com/hc/en-us/articles/360002069608-Introducing-Custom-Objects-now-generally-available 

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  • Jeremy Robinson
    Community Moderator

    @Carsten Falborg -

    Will plan level availability change for this to not be just at the Enterprise plan level? This is something that Salesforce offers to all editions of their platforms, so it would be ideal in seeing that if this was an OOTB solution, it was provided to all Support plan levels, even if lower levels required a little more hands on configuration than what one might expect at the Professional or Enterprise plan level because of differing price points.  :)

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  • Carsten Falborg
    Community Moderator

    Hi Jeremy

    It seems that Zendesk is keeping this an enterprise feature: https://support.zendesk.com/hc/en-us/articles/360022359173-Introducing-Custom-Objects-now-generally-available

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  • Nicole S.
    Zendesk Community Team

    Hi Jeremy -

    We'll pass your feedback along to our pricing and packaging team, but at the moment this is an Enterprise level feature.

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  • Jeremy Robinson
    Community Moderator

    Thanks @Carston and @Nicole.

    I appreciate the clarity and pass along of the feedback. It won't keep us away by any means, but definitely an item we consider when reviewing platforms annually. 

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  • Bruce Bye

    I have another use case involving hierarchical organization structure, but I don't think custom objects would cut it in this case (even were we an enterprise customer).

    We are using synchronization from Salesforce to reflect our customers (and their business units) in Zendesk.  This is really important for us because it allows our support staff to readily see which group within an account a user belongs to when they raise a ticket - giving valuable context to how they're using our product.

    Unfortunately, this means that using "Customer can see all tickets in user's organization" doesn't allow our top-level contacts to view tickets across the whole account.  I would like this setting at the top-level parent organization to allow specific users to also view tickets in all child organizations.

    Thanks for any assisance in squaring this particular circle.

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  • Dane K

    Bruce Bye We are currently trying to Sync Salesforce Accounts for our B2B customers across to Zendesk and are facing similar issues with hierarchical organization.  

    Any way you'd be up to having a conversation and share some learnings you've had prior to us heading down some solution paths which might not work out and we wouldn't be aware of immediately?

    Based on business requirements we couldn't use the Standard Zendesk to Salesforce connector and are heading down a complete custom route.

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  • Bruce Bye

    Dane K No objection to a conversation in principle, though there seems to be no way to DM you here to sensibly set that up.

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  • Nicole S.
    Zendesk Community Team

    Hey Bruce, you're correct, there's not a DM function in this community, and since it is public facing we discourage people posting their email addresses so it doesn't get scraped and added to a spam list. 

    Maybe you two can connect on LinkedIn? In the future we're hoping to better help facilitate conversations like these between users! 

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  • Bruce Bye

    Thanks for confirming Nicole.  Indeed I didn't want to put an email address here for that very reason, and was leaning towards LI.

    Dane K There aren't many people with my name there, and definitely only one at Undo.

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  • Dane K

    LoL, yeah I was looking for a DM feature but couldn't find one so my hope was to at least get a public agreement of interest so I could ask my Zendesk CSM to send you my email and then it would hopefully maintain some privacy around PII

    Thanks for accepting the offer, I'll try to reach out and see if I can connect.

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  • Au Finh Saechao

    Bruce Bye Dane K I think it might be possible to use only the Organization object if you just want to visualize the hierarchy in Zendesk.

    If you've implemented Ultimate Parent Accounts (via Apex trigger or some other method) in Salesforce, you can sync the Ultimate Parent Account ID along with the Account ID and Parent ID for each account as custom organization fields.

    For example, suppose you have the following organizations synced with Salesforce accounts:

    ID = 123 (top-level organization)
    Name = Alphabet

    • Salesforce Account ID = 0010B00001zSI8H
    • Salesforce Parent ID = null
    • Salesforce Ultimate Parent ID = 0010B00001zSI8H

    ID = 124
    Name = Google

    • Salesforce Account ID = 001U000000ZcHDD
    • Salesforce Parent ID = 0010B00001zSI8H
    • Salesforce Ultimate Parent ID = 0010B00001zSI8H

    ID = 125
    Name = Google - EMEA

    • Salesforce Account ID = 001U000000njJfl
    • Salesforce Parent ID = 001U000000ZcHDD
    • Salesforce Ultimate Parent ID = 0010B00001zSI8H

    You can use the following search to get all organizations with the same Salesforce Ultimate Parent ID in 1 API call using search syntax:

    type:organization salesforce_ultimate_parent_id:0010B00001zSI8H

    Once you have the relevant organizations, it's just a matter of visualizing with a tree library like this one if you're using React for your app.

    I'm sure there are several ways to implement the hierarchy, but this could work if developing a custom web service was not an option.

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