Organizations in Zendesk are created automatically through our Salesforce and
Zendesk integration (as well as the GitLab built sync script). This integration
allows agents to see a customer's full Salesforce Profile within a live ticket
in Zendesk. You can read more about what information we send to Salesforce and
what fields are populated with information from Zendesk in the
Support Ops handbook page.
Please do not manually create 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 support-ops to rectify this.
Organizations with outdated information
If you notice an organization in Zendesk contains outdated information or the
information doesn't match what Salesforce is displaying, this would indicate the
sync integration has hit an issue. Luckily, we have the GitLab built sync script
that runs every 4 hours to rectify such issues.
In your due diligence, you would want to create an issue via the
support-ops-project
so support-ops can double check to ensure there is nothing blocking the sync.
Shared Organizations
You have the option of allowing all of the members in an organization to see each other's tickets. This is referred to as a shared organization. Read more about this process in the Support Engineer Ops page
Adding users to organizations
If you don't have admin access on ZD, you can still make sure the proper SLA is applied by adding the user to the appropriate organization.
