Users Users -> Ability to tie user to a 'company'

[support@subhub.]

I think this particular feature would be great to add.

[support@subhub.]

"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"

Unfortunately this workaround does not work cleanly for clients who self register as to change the "User Group", I am required to re-enter the users password which of course I don't have.

Regards

Toby

[thrushwolf]

I also work for an ISP who currently owns this software, and one of the biggest problems we have is that there is no support for client side ticket searching. We have a couple thousand tickets for a few different ISPs (segregated by departments and templates and groups of course) we deal with and they have no way of searching for a specific ticket, so you may want to consider this aswell as it is a big pain as far as im concerned. We are very pleased with the rest of the product, however support is a major thing which is generally lacking with Kayako. As long as you have someone competent enough to do what you need without Kayako support, you're set. That, along with lack of english speaking support is kind of annoying.
My 2 cents.

[Siora]

What I did was create a department for each company and also create a new template group for each department. Then you assign the users from one company to the correct department and this keeps them all organized and makes reporting easier.

[assist]

Yes, we are setup similar...

I created a Group Template for each Client/Customer, and also created a Department for each Client/Customer, and a User Group for each Client/Customer (lot of dang repetitive work)

You have to assign the Department and User Group in the Group Template. Then you have to "customize" the Department details and unselect all templates except the single template for that client... then I have to edit the Custom Field Group to be available for the new Client/Customer.. then under Ticket Priorities I have to include all the Templates under "customize" for them to show up.

Now when a user registers, you assign them to a specific User Group (company). All the "companies" are your Departments and thus each "company" shows it's own set of ticket statuses...

It all makes for some complicated setup, but gives you easy setup of many views and filters and reporting.. but the freaking page loads for your client list (ie: Departments) or the list when you insert a new ticket can be rather slow (we have over 150 clients/departments).

Then we have custom fields for the User Groups that represent the address, creation date, referral source, phone, billing rate, admin login info, etc. Then other custom fields for the users for phone, ext, cell, title....

Would be nice if the Contacts under the Teamwork section actually linked to the user's account since you can create contacts and specify a "company" or "business" in the contact profile, but it's not relational so you have to edit the "business" info for every contact etc and nothing links in the Teamwork section back to the user accounts... so we just disabled that whole menu full of crappola


We have used Lotus Notes for 12+ years and it was great for an internal ticketing system. The cost to upgrade to a newer version and then try to redo it so end users could have access was not worth the $$$, I'd still use it, but client's really want access to tickets... so I finally gave in and Kayako seemed to be most cost effective ... though missing a few key functions... but hopefully it'll get better with time.

[assist]

Originally Posted by thrushwolf

... there is no support for client side ticket searching. ..

This can actually be done (sort of), we have been playing with the idea a bit.

What we are looking to do is setup a Staff Account in a VERY limited group with access to the Departments (in our case - Clients).. this also allows the "Staff" user to be a "member" of more than one User Group since those are really Departments for the Staff Member. (solves the User Group for each client office and a User as a manager of only one and thus requiring multiple accounts and logins to see all the User Groups)

Now this "User" has all the same search functions the Staff has...

My main problems is, we have to be sure any internal Notes, billing info, and other type data can not be viewed or changed by this "user"... which I don't think can be done.. the restrictions are not tight enough to keep them from certain things as a Staff member... but almost...

[ppafford]

I have over 5000 clients, this would be a great addition. I do not want to do your work around.

Thnx

[John Haugeland]

Client grouping in teamwork is expected in Teamwork v4.

Client ticket search is already implemented in Tickets v4.

[lshaw]

The easiest way to get a User Associate with a Company is to setup the 'User Groups' as suggested, and then add Custom Fields for the Company Address, Main Phone, etc... You then just need to associate that user with that User Group. These associations are stored in the Database, so a simple script to scan for all Registered users, compare their email domain to one assigned in a custom field for each User Group, and if it finds a match it then changes the user's Group to the correct one. Takes the manual labor out of the picture. You don't even need custom templates, etc... like others have mentioned. We have over 350 companies we handle, and a little over a thousand users. This method is working fine for us.

[John Haugeland]

That's an interesting approach.