Plan requirement
| Subscription | Any plan |
| Access | Agent |
A company your customers belong to. The single most useful structure in Zendesk, and the one most often left empty.
What it gives you
- Reporting by customer. Which accounts generate contact, and where times are worst.
- Shared visibility. Colleagues at the same company can see each other's tickets, where you allow it.
- A place for account data. Plan, segment, region, account manager.
- Routing and SLAs based on who the customer is.
Why it matters more than it sounds
Without organisations, every ticket is from an individual and there is no way to ask how a customer is doing overall. With them, account management questions become reportable.
That is usually the reporting people want and cannot get.
Consumer businesses need them less
Where every customer is an individual, organisations add little. Segments can still be useful, but the company grouping has nothing to group.
The failure that undermines it
Users not linked to any organisation. They fall out of every organisation report silently, and the report describes whatever fraction happens to be linked.
Check that share before trusting any organisation-level figure.
Domain mapping does the work
Assigning users automatically by email domain keeps this accurate without anybody maintaining it. Doing it by hand does not survive contact with volume.
One organisation, one company
Not one per department or per contract. Splitting a customer across three organisations makes every report about them wrong in a way nobody notices.
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