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.

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.  

Click the links below to read how to add customer and organisation records manually and other topics.

Adding Customer Records Manually

Items of Note within a Customer Record

Adding Organisation Records Manually

Linking Customers to Organisations

Configuring the LDAP Interface

If you need help with your HotH Click here to get in touch with the Support Team

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 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. 

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.

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Items of Note within a Customer Record

LevelSelect Org if this is the organisation 
Archive Tick theArchive checkbox to remove the Customer from the current list. 
Contract This links with a Contract for this Customer 
Expiry DateYou are alerted when logging a ticket and the expiry date has passed 
SLAThis links with the Service Level Management. Different Customers may have different SLAs 
NewsThis news pops up when you log a ticket for this customer 
News on ClosureThis news pops up when you close a ticket for this customer 

Click the button to make a login record for this customer

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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. 

Click on  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. 

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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 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. 

 

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