Accessing and using the Organizations page

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<p id="docs-ai-summary-content">The Organizations page lets you manage collections of users and team members. Admins and agents with custom roles can access it to create, manage, and view organizations. You can search and sort organizations by name or last updated date. Control agent access with custom roles, and turn the page on or off as needed.</p>
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<div class="body">
<p class="p">Organizations are typically collections of your end users, but they can also include team
members. The Organizations page in Zendesk Support provides a focused place to see,
create, and manage your organizations. </p>
<div class="note note">
<span class="notetitle">Note:</span> You must be an admin to access the Organizations page. On Enterprise and Enterprise
Plus plans, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">agents in custom roles</a> with permission to
manage organizations and to add, edit, and delete all end user profiles can also access
the Organizations page.</div>
<div class="p">The following topics are covered in this article:<ul class="ul" id="topic_i2h_tgz_lqb__ul_vvx_kzz_lqb">
<li class="li"><a class="xref" href="#topic_yvf_nzz_lqb">Accessing the Organizations page</a></li>
<li class="li"><a class="xref" href="#topic_gpp_jdf_gvb">Finding an
organization</a></li>
<li class="li"><a class="xref" href="#topic_rqt_442_vlb">Viewing an
organization</a></li>
<li class="li"><a class="xref" href="#topic_n2f_23d_nqb">Turning the Organizations page on
or off</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_i2h_tgz_lqb__ul_vmf_vcf_gvb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yvf_nzz_lqb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Organizations page</h2>
<div class="body">
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">agents in custom roles</a> can access the
Organizations page to create and manage organizations.</p>
<div class="p">
<strong class="ph b">To open the Organizations page</strong><ul class="ul" id="topic_yvf_nzz_lqb__ul_wjk_211_mqb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click
<strong class="ph b">Organizations</strong> (<img class="image" id="topic_yvf_nzz_lqb__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span></li>
</ul>
</div>
<p class="p">The Organizations page opens, and you can view all of your organizations. The total
number of organizations in your account is displayed at the top of the page. If you
have a large number of organizations, the number is refreshed every 24 hours.</p>
<div class="p">You can also take any of the following actions:<ul class="ul" id="topic_yvf_nzz_lqb__ul_ing_pcf_gvb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank">Create organizations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846640410" target="_blank">Manage organizations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885980186" target="_blank">Bulk import organizations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6216929727898" target="_blank">Merge organizations</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_s2p_lry_qdc">
<h3 class="title topictitle3" id="ariaid-title3">Controlling agent access to the Organizations page (Enterprise only)</h3>
<div class="body">
<p class="p">Agents must be in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role</a> to access and manage
organizations.</p>
<div class="p">
<strong class="ph b">To give agents access to the Organizations page</strong><ol class="ol" id="topic_s2p_lry_qdc__ol_s3d_zry_qdc">
<li class="li">Create a new custom role or edit an existing custom role, then configure
the following settings in the <strong class="ph b">People</strong> section:<ul class="ul" id="topic_s2p_lry_qdc__ul_mzt_zry_qdc">
<li class="li">Select <strong class="ph b">Add, edit, and delete for all end users</strong>
</li>
<li class="li">Turn on <strong class="ph b">Add, update, and delete organizations</strong>
</li>
</ul>
</li>
<li class="li">Assign the agents who need access to the Organizations page to the
custom role.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gpp_jdf_gvb">
<h2 class="title topictitle2" id="ariaid-title4">Finding an organization</h2>
<div class="body">
<p class="p">The list of organizations can be keyword searched by properties and sorted by name
and the last updated date. </p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_mv3_wdf_gvb">
<h3 class="title topictitle3" id="ariaid-title5">Searching organizations</h3>
<div class="body">
<p class="p">Searching by name is the quickest way to find an organization. When you search
for organizations, the results are sorted by relevance and can't be sorted using
the Name and Last Updated columns.</p>
<p class="p"><strong class="ph b">To search
organizations</strong></p>
<ol class="ol" id="topic_mv3_wdf_gvb__ol_w32_c2f_gvb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click
<strong class="ph b">Organizations</strong> (<img class="image" id="topic_mv3_wdf_gvb__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span></li>
<li class="li">Enter an organization's name or partial name in the search
bar.<p class="p">Alternatively, you can search by other organization properties,
such as custom fields. For example, if you enter created&lt;2021-05-01
in the search bar, all organizations created after the specified date
are listed.</p>
<p class="p"><img class="image img-screenshot" id="topic_mv3_wdf_gvb__image_hlr_h2f_gvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/orgs_list_search_example2.png" width="700"></p>
<p class="p">For a list of all search parameters you can use to search for
organizations, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883318554-Searching-users-groups-and-organizations#topic_vgx_pcb_vc" target="_blank">Searching
organizations</a>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_thk_s2f_gvb">
<h3 class="title topictitle3" id="ariaid-title6">Sorting the list of organizations</h3>
<div class="body">
<p class="p">
You can sort the list of organizations by name and the last date
they were updated. If you sort the list before searching, the set sort order
is not retained in the search results and is instead sorted by relevance to
the search. Also, the list will need to be sorted again if you log out or
refresh the page.</p>
<div class="note note">
<span class="notetitle">Note:</span> The default sort order is the last updated date in descending order; in other
words, the organization that was last updated appears at the top of the list by
default.</div>
<p class="p"><strong class="ph b">To sort the list
of organizations by name</strong></p>
<ol class="ol" id="topic_thk_s2f_gvb__ol_vmb_bff_gvb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click
<strong class="ph b">Organizations</strong> (<img class="image" id="topic_thk_s2f_gvb__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span></li>
<li class="li">At the top of the <strong class="ph b">Name</strong> column, click the sort icon (<img class="image" height="12" id="topic_thk_s2f_gvb__image_dzl_byj_35b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort.png" width="8">) to sort the list
alphabetically in ascending order (<img class="image" height="12" id="topic_thk_s2f_gvb__image_ezl_byj_35b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-up.png" width="8">) or descending order
(<img class="image" height="12" id="topic_thk_s2f_gvb__image_fzl_byj_35b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-down.png" width="8">).</li>
</ol>
<p class="p"><strong class="ph b">To sort the list
of organizations by last updated date</strong></p>
<ol class="ol" id="topic_thk_s2f_gvb__ol_fsd_lff_gvb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click
<strong class="ph b">Organizations</strong> (<img class="image" id="topic_thk_s2f_gvb__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span></li>
<li class="li">At the top of the <strong class="ph b">Last Updated </strong>column, click the sort icon (<img class="image" height="12" id="topic_thk_s2f_gvb__image_ilz_tnh_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort.png" width="8">) to sort the list by most
recently updated to least recently updated (<img class="image" height="12" id="topic_thk_s2f_gvb__image_dbm_14h_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-up.png" width="8">) or vice versa (<img class="image" height="12" id="topic_thk_s2f_gvb__image_czx_14h_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-down.png" width="8">).</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_rqt_442_vlb">
<h2 class="title topictitle2" id="ariaid-title7">Viewing an organization</h2>
<div class="body">
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">agents in custom roles</a> can view
organizations. Each organization shows the number of tickets and users associated
with the organization. You can <a class="xref" href="#topic_gry_dfc_bhc">sort</a> and <a class="xref" href="#topic_dls_2fc_bhc">filter</a> the
organization’s tickets to locate the information you’re looking for.</p>
<div class="p">
<strong class="ph b">To view an organization </strong><ol class="ol" id="topic_rqt_442_vlb__ul_jvb_pb1_4r">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click
<strong class="ph b">Organizations</strong> (<img class="image" id="topic_rqt_442_vlb__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span></li>
<li class="li">Find the organization you want to view and click its name to open a detailed
view of the organization.<p class="p"><img class="image" id="topic_rqt_442_vlb__image_cvy_52c_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organization_page-ticket_tab.png" width="700"></p>
</li>
</ol>
</div>
<p class="p">The ticket list includes the following columns:</p>
<div class="p">
<ul class="ul" id="topic_rqt_442_vlb__ul_kk3_z2c_bhc">
<li class="li">
<strong class="ph b">Ticket status</strong>: The ticket’s current status</li>
<li class="li">
<strong class="ph b">ID</strong>: The ticket’s assigned ID number</li>
<li class="li">
<strong class="ph b">Subject</strong>: The text of the ticket’s subject line</li>
<li class="li">
<strong class="ph b">Requester</strong>: The current user listed as the ticket requester</li>
<li class="li">
<strong class="ph b">Requested</strong>: The date the ticket was created</li>
<li class="li">
<strong class="ph b">Updated</strong>: The date the ticket was last updated</li>
<li class="li">
<strong class="ph b">Group</strong>: The group the ticket is currently assigned to</li>
<li class="li">
<strong class="ph b">Assignee</strong>: The user the ticket is currently assigned to</li>
</ul>
</div>
<p class="p">It can take a few minutes for Zendesk Support to index new tickets and users. If they
don't appear in your organization details, wait a few minutes and try again.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_gry_dfc_bhc">
<h3 class="title topictitle3" id="ariaid-title8">Sorting an organization's tickets</h3>
<div class="body">
<p class="p">You can sort an organization’s ticket list, in ascending or descending order, on
the <strong class="ph b">ID</strong>, <strong class="ph b">Requested</strong>, or <strong class="ph b">Updated</strong> column.</p>
<p class="p" dir="ltr"><strong class="ph b">To sort an organization’s ticket list</strong></p>
<ul class="ul" id="topic_gry_dfc_bhc__ul_jy2_n4c_bhc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">On the organization’s page, click the sort icon on the column
header where available.</p>
</li>
</ul>
<p class="p" dir="ltr">You can reset the sort order by reloading the page, or by clicking the
arrow on the column header until the sort resets.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_dls_2fc_bhc">
<h3 class="title topictitle3" id="ariaid-title9">Filtering an organization's tickets</h3>
<div class="body">
<p class="p">You can filter an organization’s ticket list based on information from one or
more of the list’s columns.</p>
<p class="p"><strong class="ph b">To apply a filter to an organization’s ticket list</strong></p>
<div class="p">
<ol class="ol" id="topic_dls_2fc_bhc__ol_rkv_z4c_bhc">
<li class="li">
<strong class="ph b">On the organization’s page</strong>, click the Tickets tab, then click the
<strong class="ph b">Filter</strong> button.<p class="p"><img class="image" id="topic_dls_2fc_bhc__image_gzx_jpc_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-org-filter_panel.png" width="400"></p>
</li>
<li class="li">In the filter options panel, configure the items on which you want to
filter the tickets.<p class="p"><img class="image" id="topic_dls_2fc_bhc__image_dkw_r4c_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-org-filters.png" width="250"></p>
</li>
<li class="li">When you're finished, click <strong class="ph b">Apply filters</strong>. The organization list
is filtered based on the options you configured.<div class="p">Each filter is shown
as a tag above the ticket list. You can click the <strong class="ph b">x</strong> in a tag
to remove a filter, or click <strong class="ph b">Clear filters</strong> to remove all tags
and revert the ticket list to its original state.<div class="note tip">
<span class="tiptitle">Tip:</span> If
a view doesn’t show any tickets after you filter it, either no
tickets were found using those filters or you may need to
refresh your web browser window.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_n2f_23d_nqb">
<h2 class="title topictitle2" id="ariaid-title10">Turning the Organizations page on or off</h2>
<div class="body">
<p class="p" dir="ltr">The Organizations page is turned on by default, but can be turned off by an
admin if you're not using organizations to manage your users. When the page is
turned off, the Organizations icon is hidden from the Support sidebar for all team
members.</p>
<div class="p">
<strong class="ph b">To turn on or turn off the Organizations page</strong><ol class="ol" id="topic_n2f_23d_nqb__ol_m3s_33d_nqb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_n2f_23d_nqb__d9e1117" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Agent interface</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Enable Organizations list</strong> checkbox to turn the page on or
off.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">If you don't see the Organizations icon appear in the
Support sidebar after turning it on, try refreshing the page.</p>
</li>
</ol>
</div>
</div>
</div>
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