Organizations are collections of your users (both end-users and agents). On the Team plan, users can belong to only one organization. On Professional and Enterprise plans, users can belong to multiple organizations, up to 300. The use of organizations is optional, but by arranging your end-users into organizations you can keep track of what those organizations are requesting. You can also enable users within an organization to see each other’s tickets. This expands visibility of the organization's support issues and should reduce the number of duplicate tickets.
End-users and organizations
Although you don't have to add your end-users to organizations, it can be extremely helpful in managing the workflow. First, let's define that we mean by end-user. These are the people that generate support requests. They are your customers in a retail setting and the employees that are supported by an internal help desk in a corporate setting (to name two common types of end-users). How you organize your end-users is entirely up to you; however, here are a few examples of how organizations can be used:
- To support service level agreements
You can create organizations that mirror the service level agreements that you've established with your customers. For example, your paying customers are guaranteed a faster response than those who use your free services and you want to distinguish between the two. Or, perhaps you've set up levels of support based on which version of your products and service levels your customers have purchased (for example: basic, professional, enterprise or silver, gold, platinum). You can create organizations for each set of customers and route them through the support workflow accordingly. You can then create business rules and reports to escalate tickets as needed and to track performance against your service level agreements.
- To track and manage tickets by company
Perhaps you sell your products to other businesses. You can create organizations for each of those companies to manage and track their ticket activity.
- To manage requests based on email domains
You can automatically add end-users to organizations based on their email domain. For example, you might have both internal and external end-users. You can create an organization for your internal end-users and automatically add them to the organization, based on their email domain, the first time they submit a request. The new request is then picked up in the workflow rules you've set up for that organization.Note: When you add a domain to an organization, that domain is handled as if it has been added to your whitelist, and overrides the blacklist.
- To support customers by location and language
If you support organizations or individual customers across the globe, you can create organizations for locations and languages and then route those requests to agents that are co-located and speak the same languages.
- To define access to Help Center
You can use organizations to create user segments to define who can see what in your Help Center. You might want most of your Help Center to be viewable by all your end-users but also create several just for certain groups of users (customers with premium service plans, perhaps). Organizations enable you to do this.
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