User Registration must be associated to a company

[ramat]

We are evaluating SupportSuite for a small internet service provider. We have about 4000 Small and Medium Companies, that we do provide services. People from a company do have problems and want to contact us. However, I would like to have grouped trouble tickets from employee1 and employee2 of a company1 together. One option would be to use an additional company field during user registration, ... and then try to filter? However, the problem continues because, afterwards we would like to bill all the work on our side for employee1 and employee2 to company1. Am I correct, that this needs quite a little bit customization?

The SupportSuite is fine, however we want to associate the sender of a trouble ticket to a company. Any idea how we could sort out this issue?

Kind Regards
Ramon

[supportskins]

I do not believe this is possible at this point of time. By default Kayako considers 1 email address as 1 client which cannot be grouped together at the moment. Although I believe this has been requested several times by other users. Probably something more for Kayako to consider for v4.

[craigbrass]

Searching out the thread in the feature requests board and posting how you would like it to work would be a good idea though.

[Hristo]

Ramat,

I have a need identical to yours.

SupportSuite has no company entity and no contact-company relation. I needed both and my legacy system had both

Here is what I did: I imported my companies as user groups of type Registered and my contacts as users of type Manager. In this way, I got the contact-company relation I need and users from the same company can view each others tickets.

Notes:
- users cannot self-register; I am creating new users (contacts) and relating them to the respective user group (company).
- the one-to-one relation between email addresses and users mentioned by supportskins creates problems when several users from the same company have the same email address (e.g. a distribution list)

Let me know if the above description makes sense or if you can improve my workaround,
Hristo

[Ryan Lederman]

You could use custom fields to collect the user's company name when a ticket is submitted; the same is also true for billing entry.

[supportskins]

Originally Posted by Ryan Lederman

You could use custom fields to collect the user's company name when a ticket is submitted; the same is also true for billing entry.

Yes but that would not allow them to group them together as their requirements suggests.

[Ryan Lederman]

You can sort tickets by custom fields ... what other type of grouping would you need?

[Digital Mayhem]

You could create a "User Group" such as "company1" and then assign the employee's to user group "company1". If you set them to user they wont be able to see each others tickets. If you set them to manager they can all see each others tickets and add to each others tickets.

[Boss]

I want set them to manager they can all see each others tickets and add to each others tickets. Thanks.

[Digital Mayhem]

okay well as stated though you will either have to Manually add them or they will have to register themselves and then you switch them manually to their Companies "User Group"