Creation of organizations

Organizations are typically collections of their end users, but they can also include team members. As described in About organizations and groups, configuring organizations depends on how you want to define your workflow and organize your users.

Administrators and agents with permission can add and edit organizations. In the Team plan, users can belong to only one organization. On Professional and Enterprise plans, users can belong to up to 300 organizations. However, it is not necessary for a user to belong to an organization.

Topics covered in this article are:
creation of organizations
Automatic addition of users to organizations based on email domain
Mapping a group to an organization
Setting up a shared organization for end users
creation of organizations

Your Zendesk account starts with a single default organization that has the same name as your account. This organization contains all users. Administrators and agents with permission can add other organizations.

How to create an organization
In Support, click the Organizations () icon in the sidebar.
Click Add organization.
In the Name field, enter the name of the organization.

Each organization must have a unique name.

If you want to configure user mapping, enter an email domain in Domains (use a space to separate multiple domains).

When configuring user mapping, users from the specified email domains will automatically be added to this organization when they submit a request for the first time or when they register. For more information and to learn more about the important aspects of user mapping, see Automatically Adding Users to Organizations Based on Email Domain.

Click Save.

You can add more information to the organization's detailed view after clicking Save.

Optionally enter Tags.

For more information about organization tags, see Adding tags to users and organizations.

If you want to configure a mapping of groups, select a Group.

When defining group mapping, an organization's tickets will be automatically assigned to a specific group. This option can be configured by an administrator.

Under Users, set their access to the ticket. This setting only affects Guide Professional, where end users can access tickets in the customer portal.
Important: There are organization access settings in the user's profile and in the organization itself. If the settings conflict, the more permissive setting will override the less permissive.

Ticket access options include:

Select Can view only own tickets if you want users in this organization to be able to view and edit only their own tickets.
Note: If you select this setting, but the access setting in the user profile or custom role gives the user access to all tickets in the organization, that organization setting will be replaced by the user setting.
Select Can view all tickets for the organization if you want users in this organization to be able to view all tickets for the organization. Then, select and add comments or but not add comments to determine if they can also comment on the organization's tickets.

Allowing end users in an organization to see each other's tickets is called a shared organization.

Note: If you have chosen this setting and the access setting in the user profile or custom role restrict users' access to their own tickets only, this organization setting will override the user setting.
Enter any Details or Notes you want.

The new organization is automatically saved. So when you're done, you can just leave the page.

Automatic addition of users to organizations based on 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 when they register. This is called user mapping. An administrator can configure this setting by editing an organization's settings.

Generally, the user needs to confirm their email address before being automatically added to the organization. However, an unverified user can be mapped to an organization if their profile is created along with their first ticket and the ticket is created via email or chat.
Important: If a user from a specified domain submits a ticket before user mapping is configured, they will need to be manually added to the organization. Therefore, it will not be added automatically.
How to configure u user mapping bad organization
In Support, click the Organizations () icon in the sidebar.
Locate the organization you want to edit and click its name.
In the organization detail view, enter the email domains (separated by space) in the Domains field to configure user mapping.

Your update is automatically saved. So when you're done, you can just leave the page. A user must then confirm the email address in order for it to be added.

Note: if you add a domain to a new organization that has already been mapped to another organization:
Users will be automatically mapped to the first organization sorted alphabetically by name
Users will no longer be mapped to the previous organization
The email domain will automatically be whitelisted

If you've added email domains to the whitelist (see Using whitelists and blacklists to control access to Zendesk Support), those domains are automatically added to the list. Although whitelisted domains are included, they are not shown on this organization settings page.

Removing the domain mapping will also remove any users that were mapped because of the domain.

Mapping a group to an organization

Tickets for an organization can be automatically assigned to a group. This is called group mapping and can be configured by an administrator.

How to configure group mapping for an organization
In Support, click the Organizations () icon in the sidebar.
Locate the organization you want to edit and click its name.
In the organization detail view, select a Group from the drop-down list to configure group mapping.

Your update is automatically saved. So when you're done, you can just leave the page.

New tickets will now be automatically assigned to the selected group. However, agents and business rules can override this default group setting.

Setting up a shared organization for end users

You have the option to allow all end users in an organization to view each other's tickets. This is called shared organization. This option can be configured by an administrator.

How to set up a shared organization
In Support, click the Organizations () icon in the sidebar.
Locate the desired organization and click on its name.
In the organization's detailed view, select Can view all tickets for the organization in the Users field. Then, if you want to allow users to add comments to an organization's shared tickets, select and add comments.
Important: This organization-wide setting overrides the user access setting in the user profile. This means that even if you restrict users in this organization to only view their own tickets, they will be able to see all tickets for the organization if access is configured to view all tickets for the organization.

Your update is automatically saved. So when you're done, you can just leave the page.

Alternatively, instead of allowing all end users in an organization to see an organization's tickets, you can grant this privilege to selected end users. To do this, set the organization to Can view only own tickets, then set individual users to Can view all tickets for the organization in their user profile. The user permission in this case overrides the organization-wide setting.