Organizations

Depending on your organization’s IT capabilities, organizations can be managed individually or in bulk.

The simplest way to manage organizations is directly in the Admin Panel.

Learn more about managing organizations…

• via the Admin Panel
• via CSV import
• via REST API

Note

😲 Technical Limitations

• Organizations currently cannot be removed. The only exception is Zammad’s Data Privacy function.

• Unlike users, agents cannot just create new organizations. Check the permission reference to learn more.

• Because of how organization references work with users, external syncs like LDAP or Exchange do not support organization mapping.

  Hint

  This is relevant to you? Consider domain based assignments.

Warning

🥵 BIG organizations can cause performance issues

Organizations with many members can cause a fairly high system load in some situations. This especially affects organizations whose members run many updates, for example ticket creations or frequent communication. A lot of linked data syncs may cause an overhead.

Proceed with caution.

Reference Guide: Organization Details

Most of the attributes you can set on organizations are self-explanatory. The ones that aren’t are described below.

User details can be set in the New/Edit Organization dialog.

Note

🕵️ Admins aren’t the only ones who can change these settings.

In most cases, agents can, too (using the ticket pane or organization detail page).

📢 Shared Organization

If you set this option to yes, all organization members will be able to view and update tickets of their organizational members in addition to their own.

Setting this option to yes also provides access to overviews being available to shared organizations only. Learn more on Overviews.

The default value on creation dialogues is yes.

Danger

This can cause serious issues if you have e.g.human resources working in the same Zammad instance. Shared organizations usually are relevant for Support companies with fairly big customers and support contingents.

Hint

Sharing organizations don’t just affect customers, however, if you want to provide ticket access to agents, please see the Reference Guide: Permissions.

Members of shared organization have access to organization based overviews

🗄️ Domain based assignment

Activating domain based assignment will cause Zammad to automatically add newly created users to said organization. This can greatly reduce your maintenance effort and is seen as workaround for not being able to map organizations via LDAP.

The default value on creation dialogues is no

Note

Domain based assignment only works for newly created users and has no effect on existing users.

🌐 Domain

Add the email domain of the organization with this option. It’s being used on user creation to determine the assignment. This option belongs to domain based assignment and is required if set to yes.

Note

At the time Zammad allows one domain per organization. You may also want to ensure to not use free mailer domains like gmail.com for these assignments.

👑 VIP

This flag is a way for your team to indicate high-status organizations. Just as with customers, you can set up special Triggers, Scheduler jobs, SLAs, and Overviews just for VIPs.

VIP organizations are displayed with a crown above their avatars.

📑 Note

Notes are visible to all staff members, including agents.

Hint

😵 Are you using the Note field to keep track of your own “custom” organization attributes?

Wish you could add your own fields to the New/Edit Organization dialog?

You can! To learn more, see Objects.

▶️ Active

Disabling this flag is a soft alternative to deleting an organization. So what’s the difference?

1. There is no way to restore a deleted organization; inactive organizations can be reactivated at any time.

2. Inactive organizations still appear in search results:

   

   A slashed-out 🏢 icon indicates an inactive organization. In other cases, inactive organizations are greyed out.