Simple Configuration Question: Single Service Desk for multiple clients?

Brian_Batts

I was wondering if there was a way to have one service desk to serve our 50 clients/locations while knowing which location the ticket comes from? Currently, we are using a single service this way, however, when a ticket is created, we don't know from which client it comes from. It'd be great if we could auto-magically know which of the 50 locations that the ticket came from. Is there a way to achieve this without creating a separate service desk for each client, as we hope our client base to grow to 200 by years end.

 

Any advice would be much appreciated.

 

Thanks, Brian

Ben Kelley

Is a "location" a physical location, or a different company? (or both?)

One option is to add a field to your request form to ask the customer to specify the location.

Are you using Service Desk in cloud? If you want to be able to automatically sort tickets by customers' companies, you could set up an organisations in your project config. You can manually place customer accounts in their company, and you can also get it to do that automatically for new users, if the company has a unique email domain.