Customer groupings
Departments, sites, units and companies for your requesters, company email domains, and VIPs.
Administration → Customer groupings
Groupings describe where your requesters belong: their department, their site, a third grouping of your choice and their company. They give you consistent values to route tickets by, write automations against and group reports by, instead of free text typed differently on every record.
Open customer groupings
- Open Administration.
- Under Ticket data, choose Customer groupings. The entry uses your workspace's word for requesters (your workspace may call them customers or employees).
Anyone allowed to see requesters can view the lists. Changing them needs permission to manage requesters, which Owners and Admins have by default.
The four lists
- Department: where in the organisation someone sits, for example Finance.
- Site: where they physically are, such as an office, a plant, a campus or a region.
- Unit: a third way to group people, such as a division, business unit, class or store.
- Company: the organisation someone belongs to, a client or one of your own legal entities.
Type a value and choose Add. A list with nothing in it stays off the requester form. Company is free text until you add the first one; from then on it is picked from the list.
Rename and remove values
- Click a value's name to rename it. Everyone filed under it moves with it, so you never have to edit records one by one.
- Removing a value that is still on some requesters retires it instead of deleting it. Retired values are marked retired and can be restored.
Rename the groupings themselves
The words Department, Site, Unit and Company can be changed for your workspace. Go to Settings → Workspace → Names and fill in First grouping, Where they are, Third grouping and Organisation they belong to, then choose Save names. An Industry preset can fill these in for you. Owners and Admins can change names.
File requesters by email domain
Give a company its email domains and people who write in from them are filed under it automatically.
- On a company, choose Email domains.
- Enter the domains, for example acme.com, acme.co.uk. Sub-domains count too.
- Save. Existing requesters with no company yet are filed under it straight away.
- A domain can belong to only one company.
- Public mail services such as gmail.com cannot be used.
- Nobody who already has a company is moved.
- New requesters are filed when their record is first created: by email, chat, the chat widget, the incident report form, company sign-in, directory sync (SCIM), import, or by hand when no company was entered.
VIP requesters
VIP is a flag on an individual requester, not on a company. Turn on the VIP switch when adding or editing a requester (their list shows a VIP badge), or set it in bulk by importing requesters from a spreadsheet with a VIP (yes / no) column, or through the API. VIP does not change a ticket on its own; you use it in:
- SLA policies: the Customer and VIP targets card can give every VIP faster targets (available on plans that include SLA Management).
- Ticket automations: a condition that the requester is VIP, for example to raise the priority.
- Reports: group or filter by VIP or not VIP.
- Skills-based assignment: an agent with the skill "VIP" is matched to VIP requesters.
How groupings are used
- Routing: with the skills assignment strategy, an agent's skills can name a department, site, unit or company, and tickets from those requesters are matched to them.
- Ticket automations: conditions on the requester's department, site, unit or company, with equals, not equals, in, is set and is empty.
- Reports and lists: the report builder can group and filter by each grouping, the ticket list can filter by them, and the requester list has a filter for each grouping that has values.