What is the Organization Merge open beta? | Community
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What is the Organization Merge open beta?

  • October 27, 2023
  • 8 replies
  • 0 views
J

In response to strong customer feedback, we've launched the Organziation Merge Open Beta which allows admins to merge one organization into another.

All accounts have access to merge organizations without opting in, but not all functionality is available yet. 

How merging organizations works

This post is only a summary, more information is detailed within our Merging organizations (beta) guide.

Admins can merge one organization into another. The organization being merged into another is referred to as the merging organization. The target of the merge is referred to as the receiving organization. 

When organizations are merged, all users, open tickets, and domains are merged into one organization - the receiving organization. The merging organization is deleted after the merge completes. All changes related to an organization merge are recorded in the audit log. Additionally, tickets that are part of the merge show the change in their ticket events log.

Limitations in the Open Beta

Merging organizations is currently in an open beta and not all functionality is available yet. Consider the following before deciding to merge organizations during this beta;

  • Only users, open tickets, and domains are merged into the receiving organisation. Tags, notes, details, and custom organization fields are not included in an organization merge.
  • Closed and Archived tickets will not be updated. This capability will be added in a future release.
  • The merging organization cannot exceed 10,000 users or 10,000 tickets. If an organization of this size is part of a merge, it should be set as the receiving organization.
  • Business rules that check or set the organization value can break when you merge organizations. Review your triggers, automations, macros, views, and SLAs. 
  • Lookup relationship fields that point to organizations can also break when you merge organizations.
  • There is no notification when the merge completes, so you may need to refer to the Audit Log for the organization deleted event to be sure the merge has finished.

More resources

For more information about organization merge, see Merge organizations (beta).

    8 replies

    Jimmy11
    • Jimmy11
    • November 6, 2023

    Hi @james75,

    Glad ZD is finally working on this.  Can you confirm that all accounts may not see this till EOD November 9th?  Also, is the section below where I would expect to see that option?

     

    Lastly, for the below bullet:

    • Closed and Archived tickets will not be updated. This capability will be added in a future release.

    I'm not sure how we'd be able to retroactively go back and merge closed/archived tickets, if we're allowed to do some form of merge to a separate org within this beta.  If that closed/archived tickets move feature is allowed in 6 months and a merge has been completed long ago, what has happened with the older closed/archived tickets that couldn't be merged prior?

    J
    • James75
    • Author
    • November 7, 2023

    Hey @jimmy11, you are correct, the feature is in a staggered rollout and you should see it in your account by EOD November 9th at the latest.

    Regarding updating closed / archived tickets, I can share two things here that may help;

    1. The first is that we're in testing phase for updating closed and archived tickets, so I hope that we will add that feature very soon to the beta.
    2. Secondly, we have a team working on updating closed tickets. Integrating it into organization merge is the first release of the capability, but in the future there should be a UI for it.

    This is all to say, I hope you won't have to wait 6 months for updates to closed and archived tickets, and if did choose to merge an org before then, there will be the ability to update the "orphaned tickets" it in the short-to-mid term future.

    Please let me know if that helps.

    James

    Jimmy11
    • Jimmy11
    • November 7, 2023

    Thanks @james75 .  Good to know, and helpful.

      Jimmy11
      • Jimmy11
      • November 30, 2023

      Hi @james75 , just wanted to check in if the merging of closed/archived tickets has a more firm timeline of addition to the beta yet.  Thanks.

      R
      • Ryan106
      • November 30, 2023

      Hi Jimmy, we aren't able to provide a firm timeline yet for merging of closed/archived tickets in the beta.

      We are aiming for early next year and will update here once we have a more concrete timeline.
      Thanks

      D
      • Dakotah11
      • January 22, 2024

      Hello,

      Checking in on if the merging of closed/archived tickets timeline has any updates. Thank you!

       

      Ivan33
      • Ivan33
      • January 23, 2024
      Hi Dakotah Poitra, 
       
       
      The team is aiming for early this year 2024 as per our product team, for updates to closed and archived tickets. Please check out the Community topic for the most up-to-date information.
       
       
      Cheers! 
       
      J
      • James75
      • Author
      • January 31, 2024

      Hey Org Merge Community,

      I'm extremely excited to share that we've released an improvement to the beta today that will update closed and archived tickets as part of an org merge. 

      This is only available in Pod 26 (How to learn which pod I'm on) at the moment, but we will be rolling this out to all accounts by the end of next week.

      Should we run into an critical errors we may need to pause this rollout, but I will keep this community updated with the status of the rollout.

      Thanks very much for all your feedback on the beta thus far, and your patience while we developed this.

      James

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