Merging organizations

<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842#topic_npu_dkx_ac" target="_blank">Organizations</a> are a way to manage users and your
ticket handling workflow. They’re primarily a collection of your end users, but can also
include team members.</p>
<p class="p" dir="ltr">At times, you may need to merge two organizations into one. For example, company
acquisitions, restructuring, or general maintenance could all require organization merges.
Merging organizations save admins time and effort by automating the updates to the
organizations themselves as well as the associated tickets and users.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_cxf_rxv_rr__ul_hsv_2zh_hzb">
<li class="li"><a class="xref" href="#topic_wfs_kzh_hzb">About merging organizations</a></li>
<li class="li"><a class="xref" href="#topic_vt2_xzh_hzb">Merging organizations</a></li>
<li class="li"><a class="xref" href="#topic_jq3_v13_hzb">Understanding how organization data is
merged</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<ul class="ul" id="topic_cxf_rxv_rr__ul_jnf_3zh_hzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821417114" target="_blank">About the organizations page</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wfs_kzh_hzb">
<h2 class="title topictitle2" id="ariaid-title2">About merging organizations</h2>
<div class="body">
<p class="p">Admins can merge one organization into another. The organization being merged into another
is referred to as the <em class="ph i">merging organization</em>. The target of the merge is referred to as
the <em class="ph i">receiving organization</em>. </p>
<p class="p">When organizations are merged, all users, tickets, and domains are merged into one
organization - the receiving organization. The merging organization is deleted after the
merge completes. All changes related to an organization merge are recorded in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">audit log</a>. Additionally, tickets that are part of the merge show
the change in their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket events log</a>. </p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_bkc_crx_hzb">
<h3 class="title topictitle3" id="ariaid-title3">Essential facts</h3>
<div class="body">
<p class="p">Before you begin an organization merge, make sure you understand the following essential
facts:</p>
<ul class="ul">
<li class="li" dir="ltr">Organization merges are permanent and can’t be undone. If an organization
merge is already in progress, then it can’t be undone, updated, or resubmitted.</li>
<li class="li">The organization that’s being merged into another organization (the <em class="ph i">merging
organization</em>) is deleted upon completion.</li>
<li class="li" dir="ltr">Only admins can merge organizations. </li>
<li class="li" dir="ltr">The merging organization can’t be edited or deleted during an in progress
merge. With the exception of the domains, the receiving organization can be edited
during a merge.</li>
<li class="li">Business rules that check or set the organization value can break when you merge
organizations. Review your triggers, automations, macros, views, and SLAs. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" target="_blank">Lookup relationship fields</a> that point to organizations can
also break when you merge organizations. References to the merging organization aren’t
updated to the receiving organization during the merge.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_t4k_jwg_zyb">
<h3 class="title topictitle3" id="ariaid-title4">Considerations and limitations</h3>
<div class="body">
<p class="p">Consider the following before deciding to merge organizations. Learn more about <a class="xref" href="#topic_jq3_v13_hzb">how data is merged</a>.</p>
<ul class="ul" id="topic_t4k_jwg_zyb__ul_s3m_rrx_hzb">
<li class="li">To be eligible for merging, the merging organization must have 10,000 or fewer tickets
and 10,000 or fewer users. Otherwise, the merge will be blocked.</li>
<li class="li">Group assignments aren’t updated on tickets that are merged to the receiving
organization. However, the group mapping of the receiving organization applies the next
time a ticket is updated and to all new tickets. This may result in tickets being
assigned to an unexpected group.</li>
<li class="li">Users may <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838140314" target="_blank">belong to multiple organizations</a> but can have
only one default organization. If a user’s default organization is merged into another,
then their default organization is updated. If the merging organization isn’t their
default organization, then their default remains unchanged and only the membership is
updated.</li>
<li class="li">End users won’t see the merging organization in their profile if they submit a new
request, update a request, or look at open requests. However, if end users were part of
an organization that was merged into another, they will see the details of the receiving
organization when they log into their Guide profile.</li>
<li class="li">Notifications don’t appear when an organization merge is in progress, completes
successfully, or fails. Instead, you can check the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">audit log</a> for details.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vt2_xzh_hzb">
<h2 class="title topictitle2" id="ariaid-title5">Merging organizations</h2>
<div class="body">
<p class="p">You must be an admin to merge organizations.</p>
<div class="note important">
<span class="importanttitle">Important:</span> A merge can’t be undone after it begins. Be careful to select the
correct organizations.</div>
<p class="p"><strong class="ph b">To merge one organization into another</strong></p>
<ol class="ol" id="topic_vt2_xzh_hzb__ol_zzw_d13_hzb">
<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">Support</a>, click the
<strong class="ph b">Organizations</strong> icon (<img class="image" id="topic_vt2_xzh_hzb__d7e718" 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 merge and click its name.</li>
<li class="li">Click the drop-down icon at the top-right of the page and select <strong class="ph b">Merge into another
organization</strong>.</li>
<li class="li">Begin typing the name of the receiving organization and select it from the list. Click
<strong class="ph b">Next</strong>.<p class="p"><img class="image" id="topic_vt2_xzh_hzb__image_k5k_l13_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organization_merge.png" width="400"></p>
</li>
<li class="li">If you select two organizations with different <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298#topic_cfj_gfn_bc" target="_blank">group mappings</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298#topic_nat_vgn_bc" target="_blank">sharing permissions</a>, you'll see a warning. Click
<strong class="ph b">Continue merge</strong> to proceed.</li>
<li class="li">Review the organization merge summary to ensure it’s correct, then click <strong class="ph b">Confirm
merge</strong>.<div class="note note">
<span class="notetitle">Note:</span> If an organization has different ticket access permissions, a warning
appears in the confirmation message. If you proceed, tickets could be exposed to
unintended end users.</div>
<p class="p">This can't be undone.</p>
<p class="p"><img class="image" id="topic_vt2_xzh_hzb__image_zrx_p13_hzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organization_merge_confirm.png" width="400"></p>
<p class="p">When the merge completes, all changes are recorded in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">audit log</a>. Additionally, tickets that are part of the merge
show the change in their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket events log</a>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_jq3_v13_hzb">
<h2 class="title topictitle2" id="ariaid-title6">Understanding how organization data is merged</h2>
<div class="body">
<p class="p" dir="ltr">When two organizations are merged, the merging organization loses all data except
for open tickets, users, and domains. The following table provides more detail about how an
organization’s data and settings are handled as a result of the merge.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" rules="all" summary="">
<colgroup>
<col style="width:23.04147465437788%">
<col style="width:76.95852534562212%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e297">Organization data</th>
<th class="entry cell-norowborder" id="d52e300">Merge results</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Tickets</td>
<td class="entry cell-norowborder" headers="d52e300">All of the merging organization’s tickets, including archived and closed
tickets, are merged into the receiving organization. <div class="note attention">
<span class="attentiontitle"></span> Tickets
that are part of the merge, including archived and closed tickets, show that their
organizations are updated in their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket events log</a>.</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Users</td>
<td class="entry cell-norowborder" headers="d52e300">All of the merging organization’s users are merged into the receiving
organization.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Domains</td>
<td class="entry cell-norowborder" headers="d52e300">The merging organization’s domains are appended to the receiving
organization.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Tags</td>
<td class="entry cell-norowborder" headers="d52e300">Merging organization’s tags are lost.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Notes</td>
<td class="entry cell-norowborder" headers="d52e300">Merging organization’s notes are lost.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Details</td>
<td class="entry cell-norowborder" headers="d52e300">Merging organization’s details are lost.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Custom organization fields</td>
<td class="entry cell-norowborder" headers="d52e300">Merging organization’s custom fields are lost.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">External ID</td>
<td class="entry cell-norowborder" headers="d52e300">Merging organization’s external ID is lost.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Group mapping</td>
<td class="entry cell-norowborder" headers="d52e300">The merging organization’s group mapping is lost.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e297">Shared organization setting</td>
<td class="entry cell-norowborder" headers="d52e300">The merging organization’s shared organization setting is lost.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e297">Related records</td>
<td class="entry cellrowborder" headers="d52e300">The merging organization’s related records are lost.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6216929727898",
"url": "https://support.zendesk.com/hc/en-us/articles/6216929727898-Merging-organizations",
"headline": "Merging organizations",
"description": "You can merge one organization into another to consolidate users, tickets, and domains, with the merging organization deleted after completion and all changes recorded in an audit log.",
"articleSection": "End users and organizations",
"datePublished": "2023-10-02T17:01:16+00:00",
"dateModified": "2025-09-05T23:25:21+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6216929727898"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>