Share requests with organizations in Customer Service Management
Share requests with an organization so customers can see requests raised by other people in their organization, not just requests they raised themselves.
Organization sharing is available on all Customer Service Management plans.
How organization sharing works
Organization sharing connects three things:
An agent or admin turns on request sharing for organizations.
Customers are added to the relevant organization.
The request has an organization set on it. An agent can set the organization manually, or it can be assigned automatically when a customer who already belongs to an organization raises a request through a supported channel.
Customers can only see a request when all required sharing conditions are met. Adding a customer to an organization does not automatically share every request with that organization. The request must also have an organization set on it.
Before you begin
Check these requirements before you share requests with an organization:
Organization sharing is turned on for the space.
The customer belongs to the organization that should see the request.
The request has the organization set on it.
Turn on request sharing for organizations
If you're an agent or admin, turn on organization sharing from the Customer Service Management customer access settings.
Go to CSM customer experience.
Select Customer access.
Select Sharing.
Turn on request sharing for organizations.
After you turn on sharing, customers still need to be in the organization, and the organization must be set on each request that should be visible to that organization.
Add customers to an organization
Add each customer to the organization that should be able to view shared requests. Customers only see organization-shared requests for organizations they belong to.
If a customer belongs to more than one organization, make sure they're viewing the organization that matches the request.
Share a request with an organization
If you're an agent, set the organization on the request to share it with customers in that organization. You don't always need to set it manually - if a customer who already belongs to an organization raises a request through a supported channel, that organization is assigned to the request automatically.
Open the request.
Find the organization field.
Select the organization that should be able to view the request.
Save your changes.
If you remove the organization from the request, customers in that organization will no longer see the request in their organization-shared view. If you add the organization again, the request becomes visible to those customers again.
View requests shared with your organization
If you're a customer, use the request list in the support site to view requests shared with your organization.
Go to the support site.
Open your requests.
Use the organization request filter to show requests shared with your organization.
You can only see requests that are shared with an organization you belong to.
In the default All view, with no filter applied, you see all the requests available to you - including requests shared through an organization and requests you were added to as a participant.
Why a customer cannot see a shared request
If a customer cannot see a request that should be shared with their organization, check these settings:
What to check | Why it matters |
|---|---|
The organization is set on the request | This is required for the request to appear in the organization's shared request view. |
Organization sharing is turned on | If sharing is turned off, customers cannot view requests raised by other people in their organization. |
The customer belongs to the organization | Customers only see shared requests for organizations they belong to. |
The customer is viewing the right organization filter | If a customer belongs to multiple organizations, they may need to choose the relevant organization in their request list. |
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