Zendesk Organization Management Training

1. You are here:
2. Handbook
3. Support Team Handbook
4. Support Operations Team
5. Support Operations Training
6. Zendesk Organization Management Training

On this page

• What this covers
• What are organizations
• The organization page
  • Organization name
  • Organization details
  • Organization fields
  • Organization tickets
  • Organization users
• Managing Zendesk organizations via the UI
• Shared organizations
• Managing Zendesk organizations via the sync repo
• Useful links

What this covers

This training material will cover the following topics:

• A broad overview of what Zendesk organizations are
• An overview of the Zendesk organization page
• Managing Zendesk organizations via the UI
• Shared organizations
• Managing Zendesk organizations via the sync repo

What are organizations

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

The organization page in Zendesk contains a wealth of knowledge. To help make it more digestible, we often break it down into various sections.

Organization name

Towards the top center of the page is the organization's name.

Organization details

On the top left of the page, you will find the organization details section. This contains information such as:

• Organization tags, applied on every new ticket filed under the organization (most of these are auto-generated)
• Any domains associated to the organization (deprecated feature, do not use this)
• Any groups the organization is a part of (GitLab does not use this)
• Shared organization permissions
• Any organization details (managed via a sync repo)
• Any organization notes (managed via a sync repo)

Organization fields

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:

• Salesforce ID - the Salesforce ID of the organization
• GitLab Plan - the support level they are entitled to
• ARR - the projected annual recurring revenue from the organization
• Sales Segmentation - the market segment they fall into
• Account Owner - The organization's AM
• Account Type - the type of account
• Customer Success Manager - the organization's CSM
• AM Project ID - the project ID where information about the organization is held (such as architecture diagram, allowed users, etc.)
• Number of Seats - the number of seats in their license
• Manual Support Upgrade - if this account is entitled for priority prospect support (prospects only)
• Region - the region this organization is in
• Health score - the health score of the organization from Gainsight
• Expiration date - the next renewal date as per SFDC
• Creation date - the date the organization was created
• Updated date - the last date this organization was updated

Organization tickets

In the middle of the page you will see all tickets associated to the organization.

Organization users

After clicking the Users tab, this section will show you all users associated to the organization.

Managing Zendesk organizations via the UI

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.

Shared organizations

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.

Managing Zendesk organizations via the sync repo

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 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:

• Organization details
• Organizations notes

Useful links

• organizations repo
• Shared Organizations workflow