Organizations

The Organizations section in Desque provides a way to group contacts under a shared company or entity, making it easier to manage business accounts, track issues across multiple individuals, and maintain a clear record of customer history. Similar to Zendesk, organizations serve as containers for related contacts, allowing you to associate tickets with both the individual requester and their company. This dual-level relationship helps support teams identify patterns, manage service-level agreements, and provide more tailored responses to their customers.

Organization List View

When you open the Organizations page, you’ll see a list of all companies currently stored in your account. Each row displays the organization name, address, phone number, email, and current status. The Actions column provides shortcuts to view existing tickets associated with that organization, giving you an immediate overview of company-related activity. From this screen, you can also use the search bar to quickly locate a specific organization, which is especially useful when working with larger customer bases. This centralized view ensures that agents and administrators always know which organizations are active, what their contact details are, and how they’ve interacted with your support team.

Viewing and Editing an Organization

Clicking into an organization opens a detailed profile page, where you can view and update all related information. Core fields include the organization’s name, phone number, email address, and mailing address, along with more granular details like city, state, zip code, and country. You can also add internal notes to capture details such as primary contacts, contractual agreements, or special handling instructions. Maintaining accurate organizational profiles ensures that every support interaction is contextualized, giving agents a complete view of the customer relationship. Editing an organization is straightforward—simply update the fields and save your changes, ensuring that all agents have the most current data available.

Status and Account Management

Each organization has a status field that indicates whether the account is currently active or inactive. Active organizations represent ongoing customer relationships, while inactive ones are retained for historical purposes and reporting. This distinction helps your team prioritize which accounts require attention while preserving records of past activity for reference. In addition, organizations can be linked to specific accounts or customer groups, allowing you to organize support responsibilities across regions, teams, or products. Much like Zendesk’s organization management system, this flexibility provides structure and scalability as your support operations grow.

Using Organizations in Ticket Management

Organizations are deeply integrated into the ticketing workflow. When a new ticket is created, the requester’s contact record automatically links to their associated organization, ensuring that the ticket is tied not only to the individual but also to the company they represent. This linkage makes it possible to track company-wide trends, such as recurring issues or high ticket volumes from a specific organization. Agents can also filter and report on tickets at the organization level, providing valuable insights into service performance for key accounts. By keeping organizational data up to date, your team gains the ability to deliver more personalized support, manage expectations for high-value customers, and build stronger long-term relationships.

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