Incident Management

What are Organisations in Vision Helpdesk?

Dennis Braganza Apr-25th, 2020 6:32 0 0

What are Organisations in VHD?

When an end user submits a query from any channel, a ticket is raised in the staff portal. This ticket is then assigned to a staff member who works on the query in order to resolve it. It can be a registered user or a first-time user submitting the incident. You can also enable the settings where first time users are automatically registered in the system. These end-user clients are updated about the ticket status on the email address provided by them during ticket submission.

You can access the organisations created in your system through the staff portal. When you log into the staff portal, through the launcher icon you can access the client module.

When you open the client module you will find two tabs, organisation and clients. Under organisation tab you will find the list of organisations registered in the system. In an organisation, you will find clients listed and tickets submitted by them.

Under clients, you will find a list of registered end users along with their details such as email address, domain, organisation and sub-client. These are the clients which are group together based on the domain name and form organisations.

Organisations are a group of clients. These clients can be grouped based on their domain name. Like for eg. consider a bank with a client base spread across the world which includes big MNC’s. The bank is liable to offer customer support so the clients contact the bank if they are facing any issues. Professional email address includes the company's domain name, so the bank can opt to segregate clients belonging to the same company by grouping the clients based on their domain name. When a new client submits a query from any of these platforms, he will be automatically placed in the organisation of his domain name. To enable auto generation of organisations, from admin settings>>system>>module>>client you can allow it.

Therefore, if the staff members of a company are submitting you incidents using an email ID which contains the same domain name, then they will be listed under the same organisation. Here, you will have all the clients belonging to the same company. You can also designate one or more of the staff members as the manager. The managers will be able to access all the tickets submitted by them as well as their colleagues.

You can have multiple organisations created and multiple staff members listed in it. So out of these list of organisations, to find a particular one you can use the filter option. It can be accessed from the filter icon

on the top right hand side of the screen inside the client module. Here, you will have to search by title of the organisation and it’s status.

Also, you can add new organisations from the same page. Through the

icon on the right hand top corner of the screen you can add a new organisation. You also have an option to import or export organisation details in CSV format.

In the list of organisations, on the far right side you will find the status of an organisation, i.e., whether it is enabled or disabled. Organisations can be enabled or disabled through mass operations where you select the organisations and a gear icon appears on top of the list. Through this gear icon you may choose to proceed with your choice of action.

If an organisation is disabled, the clients registered under such organisation will not be able to send you queries from their registered contact. These clients will be as good as banned from the system.

Under the client tab you will find a list of all the registered clients along with their contact details, domain and organisation registered under as well as their subclients. A sub-client, also known as contact in our system is basically an additional client added by the registered client with his access rights defined. In easy sense, a subclient is a client’s client.

When you click on a client’s name you will be redirected to his profile page. Here on the left hand side you will see the client details such as his name, email address, username in the system, registered under which organisation and domain. The clients can also add an additional email address along with their registered email address. On the right side of the page you will find all the details related to incidents submitted, billing and credit balance.

Using mass operations you can select to approve or disapprove multiple clients. You can ban clients so they will not be able to submit any further queries and also remove ban. If you mark clients as spam, all the queries submitted by such clients will be received in the spam folder so they do not bother you. You may choose to modify this setting anytime you wish.

Through mass operations you can also choose to move the clients from one organisation to another. All you have to do is select the clients and click on the organisation you wish to move them.


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