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.
If you notice an organization in Zendesk contains outdated information or the information doesn't match what Salesforce is displaying, this would indicate the sync integration has hit an issue.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 hour 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.
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
See Adding a customer to an organization section of the Associating Needs Org Tickets with Orgs Workflow.
Important: Be extra careful here. If a large company has multiple subscriptions it may not be appropriate to add the domain. You'll need to add individual customers to the appropriate organization (see below)
Once you've determined the appropriate domain to add and identified the correct
ZD Organization, you can click the Domains field to add it.
