Admins andagents in custom roles with permissioncan manage organizations by viewing and editing organization settings, manually adding end users to organizations, and deleting organizations as needed. You must be an admin to manage organization assignments for agents.
Related articles:
Editing an organization
You can edit an organization's settings as needed. You must be an administrator or anagent in a custom role with permissionto edit organizations.
- InSupport, click theOrganizationsicon (
) in the sidebar. - Find the organization you want to edit and click its name.
- Make your edits.
Your updates are saved automatically.
Manually adding users to an organization
You can add team members and end users to an organization at the time they are created or later by editing their profile. You can also include users' organizations whenimporting new users in a bulk import operation.
You must be an admin to manage organization assignments for agents. Admins andagents in custom roles with permissioncan add end users to organizations.
On Team plans, users can belong to only one organization. On all other plans, you canenable multiple organizations for users, allowing users to belong to up to 300 organizations. However, a user doesn't have to belong to any organization.
- InSupport, click theOrganizationsicon () in the sidebar.
- Find the organization you want to add a new user to and click the organization's name.
- Click the drop-down icon at the top-right of the page and selectAdd user.
- Enter aNameandEmailaddress.
- Select aUser typeand then clickAdd.
The user’s profile page appears, where you can enter any other required information.
- Navigate to a user's profile in Zendesk Support (seeViewing a user's profile in Zendesk Support).
- In theOrgfield, start entering an organization name.
- Select the organization name from the suggested matches.
Your update is saved automatically.
If you add users to multiple organizations, seeManaging users in multiple organizations.
Restricting agents to an organization
One of the options you have for managing ticket workflow and controlling agent access to tickets is to add them directly to an organization and then restrict their access privileges to that organization. You must be an administrator to set this up.
On Enterprise plans, you can restrict access to an organization for all agents in a custom role, but you can't restrict access on an individual agent level.
- Create or edit a custom agent roleand set ticket access toRequested by end users in this agent's organization. You can restrict a custom role to one or multiple organizations.
On Team, Growth, and Professional plans, when you restrict agent access to tickets within their organization, those agents can no longer update end user information or add end users to tickets, and they can't view end user information on the Customers page.
- InAdmin Center, click
Peoplein the sidebar, then selectTeam > Team members. - Click the agent that you want to edit, then, on the agent's page, clickManage in Support.
- UnderAccess, selectTickets in agent's org.
- UnderOrg, select the name of the organization, or you can enter a new one.
If you are on the Growth or Professional plan, you can add more than one org, if you want to restrict the agent's access to multiple organizations.
Your update is saved automatically, so when you are finished you can navigate away.
Regardless of the groups they belong to, agents will only have access to the organization's tickets.
Creating views by organization
You can use organizations when creating views and business rules.
For example, a common use for organizations in a view is to monitor ticket activity.
This view displays unsolved tickets that are assigned to an organization namedCustomers.
Deleting an organization
You can delete an organization as needed. You must be an administrator oragent in a custom role with permissionto delete organizations.
- InSupport, click theOrganizationsicon () in the sidebar.
- 找到你想要编辑的组织,然后click on the organization's name.
- Click the options arrow in the upper right, then select删除.
- Confirm that you want to delete the organization.
Any users that were assigned to the organization will be removed from the organization (since it doesn't exist anymore) and the organization will be removed from any tickets it was assigned to. Any business rules you set up using the organization you deleted will no longer function properly.
9 Comments
Is it only Admins that can view Organisations? If so, is there anyway to enable access for an agent to view Organisations?
Hishelley,
Thank you for your question! On Enterprise and Enterprise Plus plans, you can update agent roles or define new custom agent roles with permissions to access and manage organizations. On all other plans, only admins can access the Organizations page.
I can see how to edit the organization name, and how to add users.
However, is there any way to edit the domains associated with an existing organization?
You can go directly to the organization and edit the domains section.
nc
Hey guys.
I`m just curious, is there a way to add users to the organization in a bulk? Not by email domain (coz our end users have different domains), but just somehow add all email addresses in a bulk?
To update your user's organization and to do this in bulk, you can either generate a user CSV of your existing users andre-import the fileinto your Zendesk or use an API call.
Here is an article as a reference to this:
How can I bulk update users?
I hope this helps!
Can you bulk import an update to Organization's names? - I have 800+ Orgs already in... but wanting to add something to the end of each Org's name....
Are you able to create a view that shows the Organisation and any custom fields that have been added?
Also, how do I disable an Organisation from appearing in the Organisation view as they are no longer a customer but we have previous Support tickets against their name that we don't want to lose?
Pleasesign into leave a comment.