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From YouTube: Support Ops - Zendesk - Shared Organizations
Description
Jason Colyer, Support Operations Manager, takes us through how to manage shared organizations in Zendesk.
A
Hell,
my
name
is
jason
collier,
I'm
a
support
operations
manager
here
at
git
lab
and
today
we're
going
to
go
over
short
organizations
in
zendesk
now
through
gitlab's
current
workflows
and
policies
and
procedures.
We
we
have
some
rules
on
how
this
works.
Now,
first
and
foremost,
there
are
some
security
risks
involved
with
share
organizations,
namely
that
when
people
in
your
organization
can
see
tickets
that
are
not
their
own,
that
could
be
a
security
risk.
It's
admittedly
a
small
one,
but
it
does
exist.
A
A
Now,
when
submitting
a
ticket
to
support
ops,
which
is
an
option
in
the
support
portal,
if
they
click
say
they
want
to
have
a
shared
org
setup,
it
gives
them
the
options
of
the
types
and
one
of
the
boxes.
There
is
check
here
to
confirm
you
accept
the
security
risk,
etc,
etc,
etc
and
details.
What
that
is
that
in
of
itself
is
confirmation,
but
if
say
they
submitted
to
take
it
to
the
wrong
form
and
it
got
transferred
over.
A
Then
we
may
not
have
that
confirmation,
at
which
point
we
would
have
to
ask
there's
a
macro
involving
shared
orgs.
You
can
send,
which
will
have
them
confirm
the
type
and
that
they
accept
the
security
risk
once
the
security
risk
is
accepted
and
we're
good
to
go.
That's
when
we're
going
to
go
into
zendesk
and
actually
you
know,
set
them
up
so
to
do
that,
we're
going
to
go
ahead
and
find
the
org
in
this
case
I'm
going
to
use
the
test
account
in
the
sandbox.
A
Once
we
have
the
organization
page
open
here,
you
there's
actually
a
couple
different
settings
for
this
that
you
can
do
now.
The
first
one
is
at
the
organization
level.
This
is
where
you
can
say:
every
user
under
the
organization
has
the
ability
to
see
all
tickets
for
the
organization,
but
not
comic.
That's
the
first
kind
of
permission
setting
you
can
do
you
would
click
here
under
users
and
click
view
all
org
tickets
by
doing
that,
it
updates,
and
now
every
user
under
this
organization
can
see
every
ticket
under
the
organization.
A
A
There
we
go,
we've
got
the
user
right
here
and
right
here
where
it
says
access
by
default.
They
can
only
view
and
edit
their
own
tickets-
that's
kind
of
by
intention,
but
to
give
this
personal
user
heightened
permissions
where
they
can
view
all
tickets
for
the
organization,
you
simply
click
can
view
tickets
from
users.org
by
doing
this,
this
user,
this
json
test
can
now
see
every
ticket
filed
under
the
organization
whether
it
is
chasing
tests
ticket
or
not.
They
won't
be
able
to
add
comments.
That
feature
is
not
available
on
the
per
user
basis.
A
So
if
you
wanted
them
to
have
comments,
you
would
have
to
do
it
at
the
entire
org
level
and
that's
how
you
would
kind
of
get
that
in
place.
It
is
all
or
nothing
with
the
permission
set
at
the
org
level
like
this.
When
I
say
users
can
view
all
order,
tickets
and
add
comments.
This
is
every
user
past
present
future
for
this
organization.
The
only
way
to
change
that
is
to
revert
the
shared
organization
permissions.
A
That's
all
there
really
is
to
share
organizations
for
more
information,
see
our
workflows
and
our
documentation
and
that
will
kind
of
help
guide
you.
But
if
you
need
assistance
always
feel
free
to
reach
out
to
your
support,
ops,
team
members,
and
they
can
certainly
help
you
hope.
You
found
this
educational
and
I
look
forward
to
seeing
you
in
the
next
video.