More company centric

[araphael]

I think my biggest wish (and currently only complaint ) is the way Kayako's system is perfectly designed for dealing with individual end users, but lacks any sort of organization when dealing with companies.

* The helpdesk can have multiple client companies
* Each company consist of multiple users or contacts

I would suggest another item in Teamwork called "Companies".
* Set company name and address (very basic)
* View to list all currently associated users and contacts
* The ability to "link" each contact or user via drop down box to a company

In the ticket interface
* The ability to assign a ticket to a company if the user is not already in the database
* A search that lists tickets based on company (e.g. list all tickets for ABC company)

I think this would be tremendous when the helpdesk is not used for dealing with individuals, but rather for those who work with many different companies.

[ppafford]

+1 for this

[John Haugeland]

I am very likely to implement this for v4 Teamwork. I'll probably call them "organizations", since this is useful for groups which aren't companies (open source groups, product modding groups, informal user groups, et cetera.) To that end, I'll also make sure that membership is many-to-one.

These are very good suggestions. I'm not promising anything, but I'd really like to see these go in, so it seems very likely, since I'm the one writing this.

[Casey Rousseau]

Originally Posted by John Haugeland

I am very likely to implement this for v4 Teamwork. I'll probably call them "organizations", since this is useful for groups which aren't companies (open source groups, product modding groups, informal user groups, et cetera.) To that end, I'll also make sure that membership is many-to-one.

Just so I understand, by many-to-one in this context, do you mean that you're planning to allow each contact to belong to multiple organizations?

If so, that's very cool. I'm getting excited about all this stuff you're planning for in the new and improved Teamwork v4! Thank you.

[araphael]

Thanks John.
I am sure looking forward to V4....

I would love to see drop down boxes for new tickets, in this order:
1. When you start a ticket, the "organization" drop down box will let you select the company and then pre-fill items such as telephone number, primary contact, primary contact email.
2. You can then select an end-user from a drop down box that displays users in that organization.

[Jamie Edwards]

V4's user management system will be more company centric, from the ground up.

[Maria Panova]

Hi Jamie,

That's great news indeed! Will there be a more detailed preview on this "company centric" functionality you announced? The fact is that that's what we've always desired, I can't wait to see the details

[Jamie Edwards]

We will post a preview detailing user management at some point in the coming two months

[Maria Panova]

That's nice, Jamie. Thank you.

[cmnstud]

How close are we to seeing these developments?

[craigbrass]

See Kayako Helpdesk Software Blog