Organizations

About Organizations

Organizations are a collection of your end-users by company. A user can be part of one Organization and Organizations can be part of User Groups.

Use Organizations to:

• keep track of what company is contacting you;
• allow staff to see all member participation within an organization (tickets or topics started).
• allow organization users to share or view shared tickets;
• automatically add users to an organization with a domain;
• restrict access to areas of your user portal;
• use them in ticket rules & notifications.

Organizations cannot contain support agents, because support agents can only be grouped in Teams.

What you can do with Organizations

Track and manage tickets and topics by company

You are a B2B which sells items to other companies. Organizations help you manage this.

Maintain and divide up requests based on email domains

You frequently get emails from users with an @acme.com email, so every time a user with that domain contacts you, it can automatically get added to that Organization.

Let everyone in an Organization to see each other's tickets or collaborate on them

You want users from ACME to see and respond to all tickets submitted by other members within their organization. You want users from MCC Inc to see tickets submitted by members, but not respond to them (read-only).

Limit user portal content to Organizations

Your user portal may be visible to all your registered users, but an area can stay hidden to customers from VIP clients who belong to an Organization.

Managing Organizations

Creating Organizations

Any staff member can create Organizations.

• Go to   People and select Organizations.
• Create a new Organization by clicking on the + button. Enter a name.

You can also add organization directly from the sidebar in Ticket view or User profile.

Domains

If you have users with an email address @acme.com, including the domain (acme.com) will add them to the Organization automatically. This is regardless of whether your users or Organization are created first.

Leave this blank if you don't want to associate your Organization with domains.

Here are some things to keep in mind:

• Removing a domain won't automatically disassociate included users.
• A previously associated user will not be removed if their associative email is changed.
• If a user already belongs to an Organization, they won't be assigned to another one automatically.
• If a user has multiple emails they will be checked individually, starting from the primary email. If an email's domain matches the Organization, the user will be assigned to Organization.

Ticket Restrictions

Every Organization restricts its members' ticket functions. 

There are three options:

• Restricted allows users to view and respond to their own tickets only.
• Visible allows users to view and respond to their own tickets as well as view all tickets within their Organization.
• Shared allows users to view and respond to all tickets within their Organization.

How users can work with their Organization's tickets

Settings

Shared Organizations

This ticket restriction setting will be set as the default one. Ticket restrictions can be changed anytime.

Auto-create Organizations

You can automatically create an Organization when a user with a new corporate domain in their email address contacts you.

Previously created users with domains matching that of an existing Organization will be added to it once they display some sort of activity.

Free domains, such as those used by email clients (gmail.com, outlook.com) cannot be added to Organizations. However, users with a free email account can be added to an Organization manually.

Adding & removing users

Any staff member can add or remove users.

As soon as you create an Organization, you can add existing users to it. You can add users automatically using domains.

Manage users via:

Organization view

• When viewing an Organization, Click Add User. Start typing in their name or pick from the list. The magnifying glass searches for users already in the Organization.
• Disassociate the user from Organization by clicking X beside their name.

If a user already belongs to a different Organization, you won't see their name in the suggestions to add.

User profile, Ticket view

Click Organization in the sidebar. If a user does not have an Organization, you can add one.

If the user already has an Organization, you'll see it (as well as any Group associations).

You can leave Organization notes which will be visible with the Organization in the sidebar.

Editing, merging & deleting Organizations

• Go to   People and select Organizations.
• Click the ⋮ button to the right of the desired Organization and select Edit, Merge Into and Delete.

Organization view

When viewing an Organization, click the Pencil icon, Merge or the Trashbin icon.

You cannot merge an Organization into itself.

Deleting Organizations carries some implications. If you set up any Rules & Notifications, they will no longer function as intended.

Viewing Organizational activity

Support staff can view all interactions, including tickets submitted or topics started by members of a given Organization.

Organizations view

When viewing an Organization,

Select Tickets to see all tickets participated in by Organization members.
Filter tickets by status (All, New, Open, Pending, On-hold, Solved, Closed)

Select Community to see all topics participated in by Organization members.
Filter content by type (All, Questions, Ideas, Problems, Praise, Articles, Updates, Actions)

User profile, Ticket view

Click Organization in the sidebar. All tickets and community topics started by Organization members will be visible here.

Using Organizations with Tickets

Searching tickets by Organizations

To search for tickets belonging to a certain Organization, type in the query

organization:"ACME Inc"

To search for Pending tickets not assigned to a certain, type in the query

status:pending -organization:"ACME Inc"

Searching for an Organization in the People page displays users belonging to the Organization.

Learn more about searching

Using Organizations in Rules & Notifications

Specifying Organizations in Conditions & Actions

You can specify an Organization in business rule conditions and actions. This allows you to filter out incoming requests from an Organization they belong to.

You can make a user's Organization a criteria for additional action.

Example: You want tickets from ACME Organization to automatically get assigned to ACME Team. Simply set the Condition

Ticket: Is > Added
Requester: Organization > Is > ACME

and Action

Ticket: Assignee > ACME Team

You can set or remove an Organization from a user.

Example: You want users with tickets tagged "acme" assigned to the ACME Organization. Simply set the Condition

Ticket: Tags > Contains at least one of the following > ACME

and Action

Requester: Organization > ACME

You can check if a user does not belong to an Organization.

Example: You want tickets that do not belong to any Organization to be automatically assigned to someone. Simply set the Condition

Requester: Organization > Is > Unassigned

and Action

Ticket: Assignee > John Doe 

Using Organizations with Groups

A Group can have multiple Organizations in it. If a user belongs to Organization that is assigned to a Group, the user will be treated as a member of that Group by inheritance.

User Groups can act as support hubs for Organizations

Example: Create a User Group  consisting of tickets from users belonging to different Organizations.

Define access to your user portal by combining User Groups with Organizations

Example: Create a portal where customers from ACME and MCC Organizations can participate with VIP Customers Group.

Group associations

Any staff member can add or remove Organizations to a Group.

Organizations view

• Click Change Groups.
• Start typing Group name or pick from the list. Remove Group by clicking X beside it.

Organization page, User profile, Ticket view

An Organization has a list of Groups it's assigned to. Click on them to change these associations.

Using Organizations with User Groups and Teams

Viewing:

• Save views as filters for tickets from Organizations.
• Restrict customer support agents to tickets only from an Organization or combination of Organizations
• Create off-limits content (Spaces) in your portal for certain Teams and Organizations.

Rules & Notifications:

• Automatically assign ticket received from users in an Organization to a specific Team or agent
• Automatically add new users to an Organization based on their email domain

Organizations in User Portal

Depending on Organization permissions, you can allow (or deny) users to view or participate in their Organization's tickets.

Users can work with their Organization's tickets in the user portal. Learn more

Content Restrictions

You can use space restrictions to limit an Organization's users access to portal content.

For example, you can restrict access to your portal in a number of ways:

FAQ page for ACME

A questions and answers page for everyone from the ACME Organization.

Knowledge base for Technical Department of ACME

A knowledge base with ticketing collaboration for a technical users within ACME.

Issue tracking from all users and ACME

A problem tracking page for all users as well as input from ACME.

Idea lab for beta testers from all Organizations

An idea and suggestion gathering page for users belonging to any Organization.

Learn more about Space restrictions