Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Agent |
Somebody belonging to several companies. Useful for consultants and resellers, and it needs one decision.
Who needs it
- Consultants working for more than one of your customers.
- Resellers or partners raising tickets for several clients.
- People at a group of companies you treat separately.
The decision it forces
Which organisation a new ticket belongs to. Getting that wrong puts the ticket in the wrong customer's history, affects the wrong SLA, and can show it to the wrong people.
The user picks, or an agent sets it. Either way, somebody has to.
Set a default
The organisation most of their tickets belong to. Then the common case is right without anybody thinking, and only the exceptions need attention.
Shared visibility gets more serious
If members of an organisation can see each other's tickets, a multi-organisation user's ticket is visible to whichever organisation it is filed under. A ticket filed wrongly is a disclosure to another company.
Where visibility is on, this needs care rather than convenience.
Agents should check, not assume
On a ticket from somebody in several organisations, confirm the right one before replying. Worth telling the team, because the field looks like it filled itself in.
Use it only where it is real
One person genuinely working for three customers, yes. Modelling departments as organisations and then adding people to all of them, no: that is a structure problem wearing a feature.
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