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What is the best practice method to tracking support tickets for a new client?

Hello,
I need your advice on the best practice method for adding tracking of tickets for a new client we've taken on. In other words, we'll now be tracking support ticket for an external company in addition to our own internal users.

I think I need to create a new project, instead of adding an organisation to an existing project?

I need help in setting up a new project. I've forgotten how to do it.

We've taken on a new client, called ABC Technologies, and will begin tracking support tickets for them.

I have created a new Project, called ABC, but can't add, and invite, the individual users.

I think I need to add an Organization, but not sure how.


-Pat

1 answer

0 votes
Jack Community Leader Nov 20, 2020

IMO...

  • definitely create a unique project to keep internal separate from external. there are lots of reasons for this but they depend on your exact scenario. still i'm confident in my statement here regardless.
  • organizations are only required if you ultimately will have multiple clients (groups of customers). Organizations will keep your clients separate w/in the single project.
  • you mention "...can't add, and invite, individual users". what does this mean? Are you saying you can't add Customers? If so, please explain what is happening.

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