Creating organizations

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<p id="docs-ai-summary-content">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.</p>
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<div class="body">
<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span>
<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-1__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span>
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<p class="p">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. </p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About
organizations and groups</a>.</p>
<p class="p">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.</p>
<div class="p">Topics covered in this article: <ul class="ul" id="topic-1__ul_cg3_4fx_nm">
<li class="li"><a class="xref" href="#topic_1yx_452_ck">Creating organizations</a></li>
<li class="li"><a class="xref" href="#topic_nxl_vdt_bc">Automatically adding users to organizations
based on their email domain</a></li>
<li class="li"><a class="xref" href="#topic_cfj_gfn_bc">Mapping a group to an
organization</a></li>
<li class="li"><a class="xref" href="#topic_nat_vgn_bc">Setting up a shared organization for end
users</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_1yx_452_ck">
<h2 class="title topictitle2" id="ariaid-title2">Creating organizations</h2>
<div class="body">
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents-Enterprise-" target="_blank">agents in custom roles with permission</a> can create
organizations.</p>
<p class="p">The following video gives you an overview of how to create an
organization:</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/1mozlsfu2b" width="400"></iframe></div>
<p class="p">Creating organizations [1:01]</p>
<div class="p">
<strong class="ph b">To create an organization</strong><ol class="ol" id="topic_1yx_452_ck__ol_b3r_35f_yg">
<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_1yx_452_ck__d8e60" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Add organization</strong>. Alternatively, hover over the <strong class="ph b">+Add</strong> tab in the
top toolbar, then select <strong class="ph b">Organization</strong>.<p class="p"><img class="image img-screenshot" id="topic_1yx_452_ck__image_lxj_gjb_k5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_buttons_support_3.png" width="850"></p>
</li>
<li class="li">Enter a unique <strong class="ph b">Name</strong> for the organization.<div class="p">
<div class="note" id="topic_1yx_452_ck__note_tg2_b1y_vbc">
<span class="notetitle">Note:</span> Don't include a pipe (|) character in the organization
name. If you do, the organization won't be created.</div>
</div>
</li>
<li class="li">If you want to set up user mapping, in <strong class="ph b">Domains</strong>, enter one or more email
domains, separated with spaces (for example, organization1.com
organization2.com).<p class="p">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.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. <p class="p">You can add additional information after clicking <strong class="ph b">Save</strong>.
</p>
</li>
<li class="li">Optionally, enter <strong class="ph b">Tags</strong>. <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and organizations</a>.</p>
</li>
<li class="li">If you want to set up group mapping, select a <strong class="ph b">Group</strong>.<p class="p">When you set up group
mapping, an organization's tickets are automatically assigned to the specified
group.</p>
</li>
<li class="li">For <strong class="ph b">Users</strong>, determine ticket access for tickets in the help center customer
portal. <div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> 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. </div>
</div>
<p class="p">Ticket access options include:</p>
<ul class="ul" id="topic_1yx_452_ck__ul_z1g_fn4_lx">
<li class="li">
<strong class="ph b">Can view own tickets only</strong>: users in this org can view and edit their own
tickets only.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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 <em class="ph i">will be overridden</em> by the user setting.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Can view all org tickets</strong>: users in this org can view all org tickets. This
is referred to as a <em class="ph i">shared organization</em> For this setting, determine whether
users can also comment on org tickets.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> 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 <em class="ph i">will override</em> the user setting.</div>
</div>
</li>
</ul>
</li>
<li class="li">Enter any <strong class="ph b">Details</strong> or <strong class="ph b">Notes</strong> you want.<p class="p">The new organization is saved
automatically.</p>
</li>
</ol>
</div>
<p class="p">If you want to add further information to your organization than the default fields
contain, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842677786" target="_blank">Adding custom fields to organizations</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nxl_vdt_bc">
<h2 class="title topictitle2" id="ariaid-title3">Automatically adding users to organizations based on their email domain</h2>
<div class="body">
<p class="p">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 <em class="ph i">user mapping</em>.
An administrator can set this up by editing an organization's settings. </p>
<p class="p">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 <em class="ph i">if</em> their
profile is created at the same time as their first ticket and the ticket is created either
via email or chat.</p>
<div class="p">
<strong class="ph b">Important considerations:</strong><ul class="ul" id="topic_nxl_vdt_bc__ul_ox5_yqf_bgc">
<li class="li">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.</li>
<li class="li">If you add a domain to an organization that is already mapped to another
organization:<ul class="ul" id="topic_nxl_vdt_bc__ul_oh4_crf_bgc">
<li class="li">New users are automatically mapped to the first organization (sorted
alphabetically by name) only. This is true even if you
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838140314" target="_blank">allow users to belong to multiple
organizations</a>.</li>
<li class="li">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. </li>
<li class="li">The email domain is automatically included in the allowlist. <p class="p">If you've added
email domains to the allowlist (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886840986" target="_blank">Setting your allowlist and blocklist to control email support
requests</a>), these domains will be automatically included in the list.
Although allowed domains are included, they are not shown on this organization
settings page.</p>
</li>
</ul>
</li>
<li class="li">Removing the domain mapping from the organization also removes the organization from
all users who were mapped to the domain.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To set up user mapping for an organization</strong><ol class="ol" id="topic_nxl_vdt_bc__ol_yhk_sfu_bc">
<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_nxl_vdt_bc__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 edit and click on the organization's name.</li>
<li class="li">On the organization's detailed view, enter the email domain(s) (separated by a space)
in the <strong class="ph b">Domains</strong> field to set up user mapping. <p class="p">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. </p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_cfj_gfn_bc">
<h2 class="title topictitle2" id="ariaid-title4">Mapping a group to an organization</h2>
<div class="body">
<p class="p">An organization's tickets can be automatically assigned to a group. This is referred to as
<em class="ph i">group mapping</em> and can be set up by an administrator. </p>
<div class="p">
<strong class="ph b">To set up group mapping for an organization</strong><ol class="ol" id="topic_cfj_gfn_bc__ol_xye_kud_dc">
<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_cfj_gfn_bc__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 edit and click on the organization's name.</li>
<li class="li">On the organization's detailed view, select a <strong class="ph b">Group</strong> from the drop-down list to
set up group mapping.<p class="p">Your update is saved automatically, so when you are finished you
can simply navigate away.</p>
</li>
</ol>
</div>
<p class="p">New tickets will now automatically be assigned to the selected group; however, business
rules and agents may override this default group setting. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_nat_vgn_bc">
<h2 class="title topictitle2" id="ariaid-title5">Setting up a shared organization for end users</h2>
<div class="body">
<p class="p">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 <em class="ph i">shared organization</em>. This can be set up by an
administrator. </p>
<div class="p">
<strong class="ph b">To set up a shared organization</strong><ol class="ol" id="topic_nat_vgn_bc__ol_yub_rxs_bc">
<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_nat_vgn_bc__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 and click the organization's name.</li>
<li class="li">On the organization's detailed view, select <strong class="ph b">Can view all org tickets</strong> in the
<strong class="ph b">Users</strong> field. Then, if you want to allow users to add comments to shared
organization tickets, select <strong class="ph b">and add comments</strong>.<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> 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.</div>
</div>
<p class="p">Your update is saved automatically, so when you are finished you can simply
navigate away. </p>
</li>
</ol>
</div>
<p class="p">Alternatively, instead of allowing <em class="ph i">all</em> 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 <strong class="ph b">Can view own tickets only</strong>, then set individual users to <strong class="ph b">Can view all org
tickets</strong> in their user profiles. The user permission in that case overrides the
organization-wide setting.</p>
</div>
</div>
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