Organizations

CRM

Organizations are used to record the company (or other enterprise) to which each user belongs.

In most cases, that will be the user’s employer, but it might be the charity they volunteer for, or the reseller they bought your product from, if that is what is relevant to your helpdesk.

Note

Each user can only belong to a single organization.

To view all the organizations set up in your helpdesk, select the Organizations filter.

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Creating an organization

Use the +ADD button at the top-right of the content pane, under the chat button, to make a new organization.

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Warning

Users in an organization can see the organization name you choose when they log in to your portal.

5.4.2. Organization details

Open an organization in the content pane to view its details.

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You can edit the organization’s name by double-clicking it.

You can see the history of all tickets from the organization, and store a summary, files and notes just as for a user.

Organization members

The Members section shows you all the users who belong to the organization. Click a user’s name to view their details in a pop-up window.

You can record the position (usually their job title) of each user in an organization.

To add a user position, click on the No position set text:

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You can also set the user’s position from the Organization section of a user record.

You can click on an existing position to edit it.

The Tickets and Chats tabs let you view all the tickets or chats associated with any member of the organization.

To remove a user from an organization, click on the red icon at right. This does not delete the user.

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Organization properties

The Properties section is where you view and edit any custom organization fields your admins have set up.

For example, you could have a Profit status field to track if the organization is for profit or non-profit.

Click the gear icon at the top right of the Properties section to edit the fields.

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Click Save when you have finished editing the fields, or Cancel to leave them as they were.

Note that custom fields with no value set for the organization will not be displayed until you click the gear icon.

The Properties section also displays the date when the organization was created.

Adding users to organizations by email domain

The Email domain associations section allows you to automatically associate users with the organization, based on their email address.

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For example, suppose you want to have all new users with an @acetomato.zy address automatically added to the “Ace Tomato” organization.

Click the gear icon at the top right of the section.

The Email Domain Associations pop-up window opens.

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Enter the domain e.g. acetomato.zy.

Click Add to associate it with the organization.

You can add more than one domain association per organization. This can be useful if an international company has multiple different domains e.g. a .com and a .co.uk

When you are finished adding domains, close the window with the X at top right.

Note that email domain associations only apply to users who register after you have set up the association.

However, if there are existing users whose addresses match the domain, Deskpro will prompt you to associate them with the organization. You can separately associate users who do not belong to an organization, and those who already belong to a different organization.

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In this example, there are 10 users with an example.com email address who do not already belong to an organization, and 1 user with an example.com email address who already belongs to a different organization.

Linking organizations to usergroups

You can add all the members of an organization to a usergroup using the Usergroups section at the lower right of the organization record.

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Click the gear icon to set which usergroups are linked with the organization.

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Linking an organization to a usergroup in this way is convenient if you want to be able to manage the permissions for all the users in an organization at the same time.

For example, suppose the VIPs usergroup is for users who are entitled to VIP-level support, and the Ace Tomato Company decides to pay for VIP support for all its employees. You could find all users who belong to the “Ace Tomato” organization and change their usergroup, but it’s better to link the usergroup to the organization:

  1. it’s quicker
  2. any future Ace Tomato users will automatically join the VIPs usergroup

If you try to remove a user from a usergroup that is linked to their organization, it won’t work.

Note that DeskPRO remembers the difference between users who were added to a usergroup individually, and users who were added through a link to their organization. For example:

  1. To start with, User A is the only member of VIPs from the DreadCo organization.
  2. DreadCo is then linked to the VIPs usergroup. Every DreadCo user is now a member of VIPs.
  3. The link between DreadCo and VIPs is removed.

User A would not be removed from VIPs.

Organization managers

The organization managers feature allows specific users to oversee all the tickets for their organization.

Normally, a user can only see tickets that they’ve created or been added to. However, an organization manager can see any ticket associated with their organization.

You can see and edit manager status on the user’s record in the organization section, as well as from the organization’s record.

To make a user a manager, you can either:

  1. click the Manager checkbox in the Organization section of their user record, or
  2. click the flag next to their name in the Organization record.

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An organization can have multiple managers.

An organization manager can view all of their organization’s tickets via the user portal. For example, a manager of the “Dreadco” organization might see this:

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A manager can also search all the organization’s tickets from the portal (if you use Deskpro On-Premise, you must have Elasticsearch installed for users to be able to search tickets).

A manager can choose to automatically join any tickets for their organization when they’re created as a CC’d user. They can set this option on the Edit your profile page.

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Organization hierarchy

Note

This section describes a recently-added feature. It may not be available on your helpdesk yet. If you’re on Deskpro Cloud, it will be added to your helpdesk soon. If you’re using Deskpro On-Premise, your admins need to update your helpdesk before you can use this feature.

You can track parent/child relationships between organizations using the organization hierarchy feature. This can be useful if you support  an organization and its subsidiary companies, or if you want to treat each division within an organization as a different organization.

Each organization can only have one parent organization.

An organization can have unlimited organizations as children.

You can nest the hierarchy as deep as you like: an organization that is a child can be also be a parent.

It is not allowed for an organization to be a parent of one of its ancestors (grandparent, great-grandparent etc.).

Note

Setting a parent/child relationship between organizations does not transfer any other properties. For example, if a parent org is linked to a usergroup, its children will not automatically be linked to that usergroup.

You can set the children of an organization in the HIERARCHY section at the lower right of an organization’s profile.

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Enter the name of the child organization you want to set in the Add child box.

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Organizations that are not valid children are shown grayed out. Mouse over the organization to see why you can’t set it as a child.

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If you enter the name of an organization that doesn’t yet exist, you will be prompted to create it and make it a child.

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To remove a parent/child relationship, go to the parent org, and click the x next to the child in the HIERARCHY section.

Published: 23/03/2017

Last updated: 22/08/2019