Organizations: group contacts under a company

An organization in Deskwoot is a company record that contacts can belong to. Organizations come in with an import from Zendesk, Freshdesk or Intercom: every imported contact keeps the company it had in the old tool. This matters most when you sell to businesses and a single customer is really a group of people who all reach out from time to time.

Why group contacts into an organization?

When you support businesses, the useful unit is often the company, not the individual. An organization on a contact gives you a few things:

• Company context in the conversation. When someone from Acme Corp writes in, the Details tab of the conversation shows an Organization section with the company name and, when the import brought them, its industry, website and domain.
• No more guessing. Two people from the same company asking about the same issue are clearly connected, so you do not answer the same question twice or miss that they are on the same account.

How do I create an organization?

Organizations cannot be created or edited in the dashboard. The importers under Settings > Import & Migration create them: Zendesk organizations, Freshdesk companies and Intercom companies become organizations, and the imported contacts are linked to them.

For contacts you add yourself, use the Company field instead: open the contact, click Edit contact details, type the company name and save.

How do I add more people to an organization?

An organization gets its people from the import: every imported contact that belonged to the company in the old tool is linked to it. Contacts cannot be added to an organization by hand. For new people from a company you already work with, fill in the same Company name on each contact.

What can I see at the organization level?

There is no separate organization page. A contact's page shows the organization under Organization, and when you are in a conversation with that person, the Organization section in the Details tab shows the company. That is the fastest way to realize "this is the third person from Acme this week." Pair this with custom attributes on the contact (plan tier, account owner, renewal date) to carry the details your team cares about.

Organizations versus teams

These are easy to mix up but they are opposite sides of the conversation. An organization groups your customers (contacts) by the company they belong to. A team groups your own agents so work gets routed to the right people. One is about who you are helping, the other is about who does the helping.

Frequently asked questions