Creating and managing organisations

Setting an organisation up, and keeping the list from filling with near-duplicates that make every report about that customer quietly wrong.

Setting an organisation up, and keeping the list from filling with near-duplicates that make every report about that customer quietly wrong.

Create one

1. Search for the company first.
2. Click Add organization and give it a name. The name has to be unique, or it is not created.
3. Under Domains, enter the email domains separated by spaces, so users are assigned automatically.
4. Fill the fields your team relies on.
5. Decide whether members can see each other's tickets.

Creating and editing organisations is for admins and for agents in a custom role that grants it. An agent without it sees the list but no Add organization.

Search before creating

"Acme", "Acme Ltd" and "ACME Limited" are three organisations and one customer, and every report about them is then wrong.

You can merge them afterwards, and admins can do it on any plan: all the users and all the tickets, archived and closed included, move to the receiving organisation. What does not survive is everything that made the disappearing organisation useful, because its custom fields, tags, notes, details, external ID and group mapping are lost. The merge is permanent, and once it is running it cannot be updated or resubmitted.

There is a size limit too: the organisation being merged away must have 10,000 or fewer tickets and 10,000 or fewer users, or the merge is blocked. All of which is why thirty seconds of searching now is the cheap option.

Agree a naming convention

With or without the legal suffix, and stick to it. It takes one decision and it prevents duplicates that differ only in spelling.

Add the domains straight away

This is what keeps membership accurate without anybody maintaining it. An organisation without domains has to be populated by hand, and it will not be.

Decide about shared visibility deliberately

Letting colleagues see each other's tickets is useful for a team using your product together, and wrong where individuals raise personal matters.

Ask what the tickets from this customer usually contain before switching it on.

The fields worth having

Plan or contract type, segment, region, account manager. Those turn reporting into something an account manager can act on.

Anything nobody reads is maintenance for no return.

Review the list occasionally

Sort by ticket count. Organisations with none are usually duplicates or customers who left, and both are worth resolving.

See also

• Automatically adding users to an organisation by domain
• Why does my customer not see their colleague's tickets
• Custom fields on users and organisations