It is not uncommon for many different organizations to use your helpdesk. To better manage all of the users that are part of a particular company, and all of their tickets, DeskPRO has introduced the Companies feature.

A company is like a usergroup in that it helps manage similar users. However, it is a bit more specific.

Company Tickets

Every ticket in DeskPRO has a field that stores which company the ticket belongs to (if any). This makes it extremely easy for you to track down all the tickets a specific company has made. For example, you can generate reports based on companies to see how many tickets your techs had to handle. In other helpdesk applications you would be forced to resort to tricky searches based on usernames or email addresses.

Company Roles

In addition to companies, DeskPRO lets you define custom "roles". This lets you further group users of the same company; letting you distinguish ranks amongst them. Through Company Roles you can also give permission to view tickets by other members of the same company. For example, you might create a Company Role for "Manager" who gets to see all of the tickets each of his staff members are making.

Linked Usergroups

You can also choose to link a company with one or more usergroups. This lets you use the permission features of usergroups with the organizational features of companies. For example, you might create a company "Iced Cap Inc." and a usergroup "Iced Cap Inc." and link them. Using the access control features of usergroups you could create knowledgebase articles or troubleshooters that are available to only that one company.

Automatically Add Users

If you have many companies set up on your helpdesk, it might get a bit tiresome to add every new user to their correct company. We've thought it through and we found the best way to reduce this work is to allow you to add users to a company based on their email address. Most companies give their employees an email address at "@company.com". This makes an email address the perfect identifier for auto-adding users to a company.

User Company Management

When a user belongs to a company then they get to choose if any ticket they make is actually associated with that company. If they belong to multiple companies they can choose whicih of their companies the ticket should be associated with.

They can also set a default company for their account, and a default company for any additional email addresses they have set up. When they send an email to your helpdesk the default company is used unless they have a different one selected.

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