Organizations: group contacts under a company
An organization in Deskwoot is a company that ties several contacts together. Instead of treating every person as an isolated record, you link the individuals who work at the same company to one organization, so you can see every person and every conversation for that account in one place. 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 the company, not the individual. Grouping contacts under an organization gives you a few things:
- Full context on one screen. When someone from Acme Corp writes in, you can see the other people at Acme and the history of conversations across all of them, not just this one person's thread.
- 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.
- Cleaner reporting. You can look at activity and volume by company rather than by individual email address.
How do I create an organization?
- Open a contact's profile from the conversation sidebar or the Contacts section.
- Find the organization field and either pick an existing organization or create a new one by typing the company name.
- Save. The contact is now linked to that organization.
Repeat for the other people at the same company, picking the organization you already created so they all land under one record.
How do I add more people to an organization?
Open any other contact who belongs to the same company and set their organization to the same one. As you handle more conversations, new contacts from a company you already track can be linked the same way. Over time the organization builds up a full roster of everyone you have talked to there.
What can I see at the organization level?
From an organization you get the list of linked contacts and a way to jump into any of them. When you are in a conversation with one of those people, the sidebar shows you that they belong to the organization, which 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.