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 andagents in custom roles with permissioncan create and edit organizations. How you set up your organizations depends on how you want to define your workflow and organize your users. SeeAbout 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 andagents in custom roles with permissioncan create organizations.
The following video gives you an overview of how to create an organization:
Creating organizations [1:01]
- InSupport, click theOrganizationsicon (
) in the sidebar. - ClickAdd organization. Alternatively, hover over the+Addtab in the top toolbar, then selectOrganization.
- Enter a uniqueNamefor the organization.
- If you want to set up user mapping, inDomains,输入一个或多个电子邮件域,分离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 (seeAutomatically adding users to organizations based on their email domain).
- ClickSave.
You can add additional information after clickingSave.
- Optionally, enterTags.
- If you want to set up group mapping, select aGroup.
When you set up group mapping, an organization's tickets are automatically assigned to the specified group.
- ForUsers, 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 settingwill be overriddenby the user setting.
- Can view all org tickets: users in this org can view all org tickets. This is referred to as ashared organizationFor 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 settingwill overridethe user setting.
- Can view own tickets only: users in this org can view and edit their own tickets only.
- Enter anyDetailsorNotesyou want.
The new organization is saved automatically.
If you want to add further information to your organization than the default fields contain, seeAdding 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 asuser mapping. An administrator can set this up by editing an organization's settings.
- InSupport, click theOrganizationsicon () 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 theDomainsfield 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
如果你添加电子邮件域allowlist (seeUsing 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 asgroup mappingand can be set up by an administrator.
- InSupport, click theOrganizationsicon () in the sidebar.
- Find the organization you want to edit and click on the organization's name.
- On the organization's detailed view, select aGroupfrom 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 ashared organization. This can be set up by an administrator.
- InSupport, click theOrganizationsicon () in the sidebar.
- Find the organization you want and click the organization's name.
- On the organization's detailed view, selectCan view all org ticketsin theUsersfield. Then, if you want to allow users to add comments to shared organization tickets, selectand 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 allowingallend 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 toCan view own tickets only, then set individual users toCan view all org ticketsin their user profiles. The user permission in that case overrides the organization-wide setting.
43 Comments
Users set individually toCan view all org ticketshave view-only access to tickets from other users in their Organization; they can't add comments.
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.
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!
Thanks Brett! I read this so many times and never realized that "Default" was the field labeled for Domains I appreciate it!
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
HiMichael Jagt, Yes, whenbulk importing organizations, you can use thedefaultfield to map users to an organization via domain. Domains are separated with spaces.
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
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!
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.
Is there a way to set user level ticket sharing/visibility via API?
HiJenn Luna,
To clarify, are you referring toTicket Sharingor the agent's ability to share tickets with other Groups? Could you provide more information with your target workflow. Thank you!
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.
Pleasesign into leave a comment.