Customers/Users and Organisations

Customers/Users are the people/clients that you support. These are unique to your business, for example:

HotHs flexibility allows you to change terms to fit your business via the Data Dictionary (Fields).

For solutions that are supporting your business infrastructure (ie ITSM or corporate FM) then your clients here will be labelled as User for the individuals who work at your business. Your users (and associated logins) are typically updated nightly via a sync with Active Directory. In an ITSM solution you are not likely to have entries for Org (Organisations) or Contact

If you are using a Customer Service Management solution or other business to business support, then your clients will be labelled as Customer and you may have entries for Org for grouping customers that belong to the same organisation.  


Adding Customer Records Manually

To manually add a customer record navigate to Your Company > Customer to see a summary list of your customer records. 

Click on Add in the top left of the dashboard to create a new individual Customer record.

There are numerous fields in which you can add the data as is required, mandatory fields are highlighted. 

The Department, Location, Phone 1 and Email fields are brought forward to the ticket when the Customer is selected. 

Click OK to save and return to the customer summary. Clicking Save lets you save and remain on the current record. 

To remove a Customer click the Archive checkbox and press OK.

It is possible to link a Contact record to a Customer record.


Items of Note within a Customer Record

  • Level – Select Org if this is the organisation 
  • Archive Tick theArchive checkbox to remove the Customer from the current list
  • Contract Select a linked Contract for this Customer 
  • Expiry Date – You are alerted when logging a ticket and the expiry date has passed 
  • SLA Use this field to select a Service Level agreement. Different Customers may have different SLAs
  • News This news pops up when you log a ticket for this customer 
  • News on Closure Any information here will be used when notifying closure of a ticket for this customer 
  • Make WebGuest Login – Click the button to make a login record for this customer

Adding Organisation Records Manually

Typically, organisations are used to group customers. 

To manually add an organisation navigate to Your Company > Org to see a summary list of your organisation records. 

Use the button in the top left of the dashboard to create a new individual record.

There are numerous fields in which you can add the data as is required, mandatory fields are highlighted.

Click OK to save and return to the organisation summary. Clicking Save lets you save and remain on the current record.

Adding Organisations via a Customer Record

Another way to create an organisation record is to use the Level drop down to Org when creating a new Customer record. See below:

The page will refresh to contain the necessary fields needed to complete an organisation record. 

Click OK to save and return. 


 Linking Customers to Organisations

You may have customers that all belong to the same organisation and want to set up Your Company to reflect this. To link a customer with an organisation, first create and save your organisation record.
 
Then open your Customer record, and simply select the Org from the Org drop-down.

Click OK to save. The customer will now be linked to the organisation. 


Still haven’t found what you’re looking for? Contact documentation@houseonthehill.com

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