Ifmultiple organizations is enabled, you can add users to multiple organizations. A user can belong to as many as 300 separate organizations. On Team plans, users can belong to only one organization.
Adding and removing multiple organizations for users
You can add a user to up to 300 separate organizations. You can remove a user from any of their organizations as needed.
When you add a user to an additional organization, that user's already-existing tickets are not affected. However, agents will need to manually select an organization for that user moving forward.
When you remove a user from an organization, if the organization was the user's default organization, a new default organization is selected from the user's remaining organizations. Removing users from organizations affects tickets these ways:
与用户关联的任何non-closed门票nd that organization are updated to have no organization. They aren't automatically assigned to another organization. You can add an organization to the associated tickets at any time.
Any closed tickets remain associated with the organization that was set on the ticket when it was closed.
If one of the organizations a user belongs to is deleted, any non-closed tickets associated with the deleted organization are updated to have no organization. If the organization that was deleted was the user's default organization, one of the user's other organizations is promoted to be the default organization.
To add a user to multiple organizations
- Open the profile for the user you want to add to multiple organizations.
- ClickAdd organization.
- Start typing the name of the organization, then select the organization.
A list of matching organizations appears as you type.
- ClickAdd organizationto add another organization, and repeat as needed.
Your update is saved automatically, so when you are finished you can simply navigate away.
- Open the user's profile.
- Click the name of the organization you want to remove, then selectRemove.
- ClickYes, remove itin the confirmation box.
Changing the default organization for a user
When you add a user to multiple organizations, the first organization that you added to the user becomes the user's default organization. If the default organization for a user is deleted, and the user belongs to multiple organizations, one of the other organizations the user belongs to becomes the default organization.
When an organization is deleted, any non-closed tickets associated with the deleted organization are updated to the default organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations is promoted to be the default organization.
The default organization is also used in Explore for reporting. You can report on users according to their default organization only.
You can change the default organization for a user at any time.
- In the user's profile, click the name of the organization you want to make the default, then selectMake default.
Understanding the end-user experience for multiple organizations
当用户属于多个组织,他们can choose the organization for any support request they submit in your Help Center.
Users who belong to multiple organizations can change the organization for any of their support requests in your Help Center.
30 Comments
Hi !
I would like to allow one user to view all the tickets created by users org, the customer is aiming to view tickets created by the Org-1 & Org-2 users. I have created 2 org with email domain and allow the customer to view tickets from user's org, I tried by assuming the identity and can see Org-1 tickets but not the org-2. Can someone please suggest how can I achieve it?
Thanks,
Kirti
Hi Kirti,
It appears that this was resolved when you've chatted with Zendesk support team.
Please feel free to contact again if anything comes up.
Best,
hi!
Q: are triggers capable of changing the associated org for a new ticket, based on ticket conditions? as in, "if the requester belongs to multiple orgs and the subject contains the word "X", then make X the org for this ticket".
Hi Rachel!
There is not a triggeractionto update a ticket's organization, unfortunately, but you can have a trigger add a tag based on subject text — that may make these tickets easier to view and organize.
If you have a moment to share some more details of your use case, there's a feature request thread where others are discussing similar needsheretoo. Thanks!
It seems I have a view different from the screenshot in that I don't see "add organization."
We recently upgraded to Zendesk Suite Growth for this feature, yet I can't utilize it. I have also enabled Multiple Organizations following the article "Enabling multiple organizations for users."
Am I missing something here?
UPDATE: I checked our "Customers" settings again, and it seems even though I select "Allow users to belong to multiple organizations" and save it, it doesn't take effect.
We are planning to enable `Allow users to belong to multiple organizations` option on our end, however, we wonder what will happen with already existing users and tickets in the system. Will organization assignment stay as is and tickets will remain in proper statuses once this option is turned on?
Hey Kamil
Existing tickets will stay assigned to the current organization.
When tickets are created they will now show a new dropdown next to the ticket allowing you to change the organization that ticket belongs to.
By default it will assign it to the default organization of the requester.
@...that sounds good. What in case that user membership in given org will be removed. Will user still see the ticket on his end? Will ticket remain visible for users within that org that was assigned previously?
Hey,
For any closed ticket (that is a ticket that is solved and than closed by automation or the system after x days), the assignment will be permanent and the ticket will be assigned to that organization.
If you’ve setup the organization that tickets are shared across the organization (seehttps://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations#topic_nat_vgn_bc), that ticket will remain visible.
For active tickets, the ticket will be removed from the organization if the user is removed from that organization upon the next update of the ticket. Changing the requester to another employee is a better flow then
HiJennifer Rowe@...any idea why our agents are suddenly unable to add orgs to a user profile? I've assumed the roles of the agent(s) affected and observed it happening too. You can search for an Organization but when selected it just disappears from the list.
I'm an Admin and I'm able to add them.
Most likely this comes down to a custom role permission for these agents. I'd recommend taking a look at this article:Why can't some of my agents edit user and organization fields?
These permissions will differ depending on the plan level you're on as well.
Hope that helps point you in the right direction!
I have the same question as Kirti above. Does anyone have guidance on which tickets an end user who can see all tickets in their org will see if/when they belong to multiple orgs?
HiJennifer RoweandBrett Bowser,
I have the same issue as Matt Farrington Smith. Agents are unable to add organisations to an end-user, just appears in the list then disappears when selected. Admins can add fine.
We are on Enterprise and I have ensured the agents have 'Manage User Fields' and 'Manage Organisation fields' checked in their role; also they have access to 'All tickets' but still not working.
Am I missing a setting?
Many thanks
Chris
In order for endusers to see tickets on different orgs, you need to enable "Can view all org tickets" in the Organization Profile.
Next is add the orgs the user profile you prefer.
Once done, the end user can go to the "My Activities" section to see all the org tickets.
If you'll notice there are only two orgs available in the dropdown even though I added the user three orgs. It's because the third org does not have any tickets.
I have created a ticket for you to further investigate this behavior. Please wait for my update via email and let's start from there.
Hello,
I use the SSO to allow users to log in through their account on Zendesk and until now I was sending "organization" in the JWT payload.
For a week I switched to multiple organizations: followingthe documentationwe just need to send the "organizations" field.
This is exactly what I did and it works fine for organizations already created in Zendesk. But the SSO crashes for an organization that Zendesk does not know and this is not specified in the documentation, is it expected? Because when we were sending a single organization it was working perfectly fine if Zendesk did not have the organization created on its side.
The user is logged out with this message in the URI: ?kind=error&message=User update failed: The organization with the name 'blabla does not exist.
I created a ticket for you so we can further troubleshoot the issue. I'll wait for your reply
Sorry for not going through all posts.
I have one question on triggers to users with multiple organizations.
I give one example:
One user named James who is categorized as Organization ABC and Organization DEF.
Or we call them as entity like VIP user, who are tending to complain, or whose hobby is travel etc.
There are two triggers named ABC_trigger and DEF_trigger.
The triggers work for each organization.
When James creates one ticket via mobile sdk, which trigger will be activated and which trigger will not be activated?
The Organization condition in triggers checks the Ticket organization value. By default, new tickets submitted by users who belong to multiple orgs are associated to thedefault organizationof the user. This is also the behavior of requests submitted via the SDK. In your sample scenario, if Organization ABC is set the default user org, then that will be set as the ticket organization when James submits a request, and ABC_trigger should fire on the ticket.
How do we change the e-mail that comes from following all the tickets from an organisation?
As of the moment, it is not possible to modify or edit these emails coming from Zendesk Guide following organizations ticket.
I've taken a look and found that other users are discussing similar needs here:
Add the ability to customize the organization subscription email
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. I hope this answer your question. Thank you!
Hello -
One of our Sr. Managers shared this prompt with me after attempting to remove an org from a user profile (user has two orgs):
Isn't this a direct contradiction to the following information in the article?
与用户关联的任何non-closed门票nd that organization are updated to have no organization. They aren't automatically assigned to another organization. You can add an organization to the associated tickets at any time.
Any closed tickets remain associated with the organization that was set on the ticket when it was closed.
Thanks
Thank you for your feedback.
I have requested an update on this article to rectify the incorrect information.
Once again, thanks for your collaboration.
Thanks, Julio - Can you confirm which is correct (i.e., the prompt or the article)?
Happy to help!
I tested this out in one end user with 2 ORGs. Default ORG and secondary ORG, all the tickets from this user were created from the default ORG. Once I deleted the default ORG all non closed tickets changed their ORG to the secondary ORG, because it was set as default by the system.
In the non closed ticket, you will see an event showing the agent who deleted the ORG and the new default ORG.
Greetings.
When added a ticket on behalf of a customer who is part of multiple orgs, how do a select the correct org? It looks like it just uses the default org.
Is the only way to do this to change the default org on the user every time?
Hello Hope,
Linking this article on how you can set the organization on a ticket if a user belongs to multiple organizations:Updating ticket requesters and organizations
Hi, I have similar problem here. But In my case, I want the webhook trigger to send the same organization for a single account no matter which organization the ticket is creating under(like the organization the account belongs to).
我已经试了{{ticket.organization.name}},{{铜rrent_user.organization.name}}. But for end users assigned to different organization, the field would be different. Is there any way so that for a single (subscription) account, the same organization name is returned?
thanks!
Hello Riley,
Can you share an illustration of what exactly you were trying to achieve here? Where should the organization info be sent? Should it populate a field, or should it be sent in the notification? Where should the organization be based?
If you're trying to populate a certain field, and the value should be the same for all, you can probably just create a drop-down ticket field and set a value as default.
Hi
I just tried to remove a user from an organization (multiple org) and ensure there was a default org. Contrary to what was stated, the tickets did not stay on the original org the tickets were open/closed on and instead they went to the default org of the user. This is an issue. Since the tickets were in closed status, I cannot move them to the original org now.Matthew NataliJulio HIt seems the prompt was correct, the information in this doc is not. How do I fix this now?
Pleasesign into leave a comment.