Organizations record the company or enterprise that each User in the helpdesk belongs to.
In most cases that will be the User's employer, but it can be the charity they volunteer for, or the reseller they purchase your product from, depending on the purpose of your helpdesk.
Each User can only belong to one Organization.
To view all the Organizations that are set up in your helpdesk go to the CRM App and select the Orgs button.
Creating an Organization
To create a new Organization use the + New button, this will open a blank Organization Profile window.
Users will be able to see the Organization name you set when they login to the Help Center.
Organization Records
To view an Organizations' records you select the Organizations name which will open the Organization Profile. The Organization's record is divided into four tabs: Organization Information, Notes, Billing, Organization History
Organization Information
Summary
The summary field is a text field that you can use to record general information about the Organization, e.g. what the company does.
To edit the summary you simply click on the field, add or edit the text your changes will be saved to the Organization's profile once you click out of the text box.
Contact Information
The contact information section provides any available contact details for the Organization.
You can add information to the profile by clicking the + sign next to the section heading. This will open a dropdown menu for the various types of information you can add:
You can edit an Organization's contact details by hovering over the informtion you want to change and clicking the pen icon.
Hierarchy
You can track parent and child relationships between Organizations in your helpdesk by using the hierarchy fields. This can be useful if you support an Organization and its subsidiary companies, or to divide up different divisions of an Organization.
Each organization can only have one parent Organization.
An Organization can have unlimited children Organizations.
You can nest the hierarchy as far as needed, an Organization that is the child of a company can also be a parent.
But an Organization cannot be a parent to one of its ancestors (e.g. grandparent company).
Creating parent and child relationships between companies does not transfer properties, e.g. if a parent Organization is linked to a Usergroup, its children will not automatically be linked to that Usergroup.
Add a hierarchy by selecting the field, you can search the registered Organizations in your helpdesk or create a new Organization.
Tickets
In the Tickets section you can see any Tickets that have been created by any Users that are registered to the Organization.
Notes
On the Notes tab you can add any additional information that you think is necessary, you can add more than one note about an Organization.
In the Notes tab you can also attach any files to be saved to the Organization's profile. You can use this to store invoices, useful documentation, software configuration files and anything else you think Agents will find useful in helping the Users that belong to the Organization.
Billing
From the Billing tab you can view previous charges for an Organization.
If your helpdesk enables you to bill Users amounts on money based on the support you provide, or record how long it takes to resolve a Ticket, these rates will appear for all the Users that belong to the Organization in this tab.
In the tab you can toggle which information you see about billing, if you toggle the clock on you can see all the timing information about support you have provided if you toggle it off you will just see the Total Time taken.
If you toggle the dollar sign ($) on you will see all the billing costs that have been generated, if you toggle it off you will just see the Total Amount billed.
Organization History
The User History tab shows you the Users history with your helpdesk and their activity stream.
User History
On this tab you will see a detailed change log of the Organization's record, the log will show what changes were made to the profile, who made the changes and when the changes occured.
Activity Stream
The activity stream shows an detailed overview of the Organization's activity, including the actions of any User's that are members of the Organization.
The activty stream will show you what information was added or created and when the action took place.
Email Domain Associations
Setting up an email domain association means that new Users whose emails match the domain will automatically be associated with the Organization.
Say you wanted all Users with an @energy.com address to be associated with the Energy.io Organization.
You add associated domains by clicking the + button. You can add more than one domain per Organization, this can be useful if an international company has multiple different domains, e.g. .com and .co.uk.
Email domain associations only apply to Users who register after the association has been set up.
Although after an association is set up, you will be prompted to add any Users whose address matches the domain to the Organization.
Linking Usergroups to Organizations
You can add all the members of an Organization to a Usergroup by linking Usergroups to the Organization's profile.
Linking an Organization to a Usergroup is convinient if you want to be able to manage the permissions for all the Users in an Organization at the same time.
If the VIPs Usergroup is for Users who are entitled to premium support as it allows them to access Chat with the Support department.
If the Organization Energy.io decides to pay for premium support for all its employees, that would change each User's Usergroup.
You could find each User that belongs to the Organization and change their Usergroups individually, but this would be time consuming.
Linking the VIP Usergroup to the Organization saves time and means any Users that join Energy.io will automatically join the VIP Usergroup too.
Deskpro will remember the difference between Users that have been added to a Usergroup individually and those who were added through an Organizational link.
User A is a part of the Organization Energy.io. They are the only member of the Power Users Usergroup from their Organization.
The Organization is then linked to the Power Users Usergroup, so every User becomes a part of the Power Users Usergroup.
The link between Energy.io and Power Users Usergroup is removed.
All the Users will be removed from the Usergroup, apart from User A.
Organizational Managers
You can appoint specific Users as the Organization's Manager, this allows them to oversee all the Tickets for their Organization.
Normally, a User can only see Tickets that they have created or been added to. However, an Organization Manager can see any Ticket associated with their Organization.
You can see and edit manager status on the User's record in the Organization Profile.
To make a User a Manager, hover over their name in the Members list and select the Manager icon:
An Organization can have multiple Managers. Any one who is appointed a Manager can view all of their Organization's Tickets when they are logged in to the Help Center.
Manager's can search all the Organization's Tickets from the Help Center and they can choose to automatically join any Tickets for their Organization as a CC'd User.
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