This training material will cover the following topics:
Organizations are simply a collection of users in Zendesk (much like groups). We use them to also store metadata (synced from Salesforce), which is used to determine such things as SLA, ARR, etc.
The organization page in Zendesk contains a wealth of knowledge. To help make it more digestible, we often break it down into various sections.
Towards the top center of the page is the organization's name.
On the top left of the page, you will find the organization details section. This contains information such as:
Below the organization details section you will find the organization fields section. These come from the Zendesk<>SFDC sync and should not be edited manually. This contains data from fields GitLab has generated. Currently these are:
In the middle of the page you will see all tickets associated to the organization.
After clicking the
Users tab, this section will show you all users associated
to the organization.
Note: This is for educational purposes only. Do not manually create or edit organizations. This can break the ZD<>SFDC integration and cause users to receive incorrect SLAs. If you notice an organization needs to be created, please notify a Support Ops manager to rectify this.
To manage an organization via the Zendesk UI, you simply go to the organization's page, click in the area you wish to edit, and make the changes. Once you click out of the area, these changes will be saved.
There is a lot of to shared organizations, so it is highly recommended you follow the Shared Organizations workflow and the video above. Should you have any questions on this, please reach out to your fellow Support Ops team members for assistance.
Much like many other aspects of Zendesk, we try to manage some aspects of organizations via sync repos. For Zendesk Global, this would be done via the zendesk-organizations repo. Here, you will see files containing the organization's editable information (the filenames are the Zendesk ID of the organization). Currently, the only editable information is: