Creating organizations

Verified AI summary ◀▼
Create and manage organizations to group users and streamline support operations. You can set up user mapping based on email domains, assign tickets to specific groups, and establish shared organizations for ticket visibility. This feature allows you to organize users effectively, automate ticket assignments, and control access to tickets, enhancing your team's workflow and customer support capabilities.




Location:
In Support, click
Organizations ( ) in the sidebar.


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 and agents in custom roles with permission can create and
edit organizations. How you set up your organizations depends on how you want to define your
workflow and organize your users. See About
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.
Topics covered in this article:
Creating organizations
Automatically adding users to organizations
based on their email domain
Mapping a group to an
organization
Setting up a shared organization for end
users




Creating organizations

Admins and agents in custom roles with permission can create
organizations.
The following video gives you an overview of how to create an
organization:


Creating organizations [1:01]

To create an organization
In Support, click
Organizations ( ) in the sidebar.
Click Add organization. Alternatively, hover over the +Add tab in the
top toolbar, then select Organization.

Enter a unique Name for the organization.

Note: Don't include a pipe (|) character in the organization
name. If you do, the organization won't be created.


If you want to set up user mapping, in Domains, enter one or more email
domains, separated with 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.

Click Save. You can add additional information after clicking Save.


Optionally, enter Tags. See Adding tags to users and organizations.

If you want to set up group mapping, select a Group. When you set up group
mapping, an organization's tickets are automatically assigned to the specified
group.

For Users, 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 setting will be overridden by the user setting.



Can view all org tickets: users in this org can view all org tickets. This
is referred to as a shared organization For 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 setting will override the user setting.




Enter any Details or Notes you want. The new organization is saved
automatically.



If you want to add further information to your organization than the default fields
contain, see Adding 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 as user mapping.
An administrator can set this up by editing an organization's settings.
Generally, a user must verify their email address before they are automatically added to an
organization. However, an unverified user can be mapped to an organization if their
profile is created at the same time as their first ticket and the ticket is created either
via email or chat.

Important considerations:
If a user with an unverified email address from the specified domain submitted a
ticket before user mapping was configured, you must manually add them to the
organization. They won't be added automatically. Users with
verified email addresses will be added automatically to the organization when the user
mapping is created.
If you add a domain to an organization that is already mapped to another
organization:
New users are automatically mapped to the first organization (sorted
alphabetically by name) only. This is true even if you
allow users to belong to multiple
organizations.
If you allow users to belong to multiple organizations, existing users will be
added to the new organization with the shared domain (this change may not be visible
immediately). They will not lose their existing organizations.
The email domain is automatically included in the allowlist. If you've added
email domains to the allowlist (see Setting your allowlist and blocklist to control email support
requests), 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 from the organization also removes the organization from
all users who were mapped to the domain.



To set up user mapping for an organization
In Support, click
Organizations ( ) 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 the Domains field 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.






Mapping a group to an organization

An organization's tickets can be automatically assigned to a group. This is referred to as
group mapping and can be set up by an administrator.

To set up group mapping for an organization
In Support, click
Organizations ( ) in the sidebar.
Find the organization you want to edit and click on the organization's name.
On the organization's detailed view, select a Group from 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 a shared organization. This can be set up by an
administrator.

To set up a shared organization
In Support, click
Organizations ( ) in the sidebar.
Find the organization you want and click the organization's name.
On the organization's detailed view, select Can view all org tickets in the
Users field. Then, if you want to allow users to add comments to shared
organization tickets, select and 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 allowing all end 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 to Can view own tickets only, then set individual users to Can view all org
tickets in their user profiles. The user permission in that case overrides the
organization-wide setting.


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