Creating and managing organisations

Setting an organisation up, and keeping the list from filling with near-duplicates that make every report about that customer quietly wrong.

Setting an organisation up, and keeping the list from filling with near-duplicates that make every report about that customer quietly wrong.

Create one

1. Search for the company first.
2. Create the organisation.
3. Add its email domains, so users are assigned automatically.
4. Fill the fields your team relies on.
5. Decide whether members can see each other's tickets.

Search before creating

"Acme", "Acme Ltd" and "ACME Limited" are three organisations and one customer. Every report about them is then wrong, and merging afterwards is more work than checking now.

Agree a naming convention

With or without the legal suffix, and stick to it. It takes one decision and it prevents the most common cause of duplicates.

Add the domains straight away

This is what keeps membership accurate without anybody maintaining it. An organisation without domains has to be populated by hand, and it will not be.

Decide about shared visibility deliberately

Letting colleagues see each other's tickets is useful for a team using your product together, and wrong where individuals raise personal matters.

Ask what the tickets from this customer usually contain before switching it on.

The fields worth having

Plan or contract type, segment, region, account manager. Those turn reporting into something an account manager can act on.

Anything nobody reads is maintenance for no return.

Review the list occasionally

Sort by ticket count. Organisations with none are usually duplicates or customers who left, and both are worth resolving.

See also

• Automatically adding users to an organisation by domain
• Why does my customer not see their colleague's tickets
• Custom fields on users and organisations