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Tickets & customers

Organize customers by company

Group customers by company and give your team useful context for business support.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Organizations are first-class records (REST organizations). A customer has an organization_id. Agents search or create an org from the customer form. Reports can chart tickets per organization.

When to use this

B2B support needs “all Acme tickets” without merging people into one customer. SLA and automation still run per ticket; the org is grouping, not a second inbox.

Where to find the controls

Customer create/edit org picker, #/customers organization filter, Customer 360 company row, Reports organization chart.

Who can make these changes

Anyone with view_customer can see org names. Creating orgs from the picker requires manage_customer.

Before you begin

No separate Settings tab for organizations. Use the customers module. Organizations group customer records.

Follow these steps

  1. Open a customer.
  2. Search organization.
  3. Pick an existing name or create one.
  4. Save.
  5. Filter the directory or Reports by that org.

Settings reference

Organization name, id, optional search query org_q on the form. Customers still keep their own email and portal identity.

Example workflow

Three contacts at Acme share one organization. Inbox still shows people; Reports shows Acme as a bar of ticket volume.

Good practices

Name orgs the way finance says the account, not informal Slack nicknames.

Important considerations

Organization membership can affect portal ticket visibility when organization access is enabled. Verify the customer’s organization and role before saving, then test the intended scope.

If something does not work

Org search empty: type at least a few characters or create the org. Reports empty: no tickets in the date range tagged with that organization_id.

Continue learning

Manage customer records→Review a customer in Customer 360→Read support reports→

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