Help with setup to support multiple companies

[willp2]

Hello,

We have been using Kayako for sometime, but have never quite gotten things setup the way we would like. I would appreciate any input on the best way to setup Kayako for our reps to support several distinct companies.

What I mean by that is that we have several corporate clients, each with many users. We want the client companies to be completely separate so that they cannot see the other company tickets or names anywhere. Further, we would like to be able to have designated users from these companies be able to see all the tickets from their own company and not see anything from other companies.

We have fooled around with departments and groups and have never gotten what we have wanted and have managed to break the helpdesk a couple of times requiring weeks of desperate pleas for help from Kayako support. So I am a bit reluctant to continue fiddling with this unless I know what I am doing as I can’t afford to break this again.

I would really appreciate any guidance on how you would set this up.

Thanks,
-Will

[vineethshyam]

Even I too suffering from the same problem. But at this stage I suggest you one thing create a custom ticket field and make it editable by staff only. Now whenver a new ticket comes you can manually edit it and assign it to the particular company.But this is such a stupid task anybody would suggest, but this can help you to fulfil the requirement you have temporarily

[logicway]

Originally Posted by willp2

...

Create Usergroups.

[willp2]

Thanks, you are right of course. User groups are exactly what I was asking for. I was getting hung up at looking at this more from a staffer side.

Speaking of which, now that usergroups is working for us, is there anyway to view tickets by usergroup when logged in as a staffer? Everything seems to be department based and we'd really like to be able to look at a list of all our companies, then drill down into the tickets for that company. We tried to do this by setting up departments for each company, but then users we're able to see the departments and we ran into email piping issues.

Thanks,
Will

[logicway]

Create filters for each usergroup.

[willp2]

Um, I guess I need to read the docs again. That was a little too easy. Thanks for the help!

[sureshkumar.mr]

Come'on guys proceed further, then there will be some one to support my problem also.