Transcript:
Customers, sometimes called end-users, are generally the people you are serving, such as the people who typically submit tickets. Customers can be internal to your organization or external. In OneDesk, your customers can communicate from email or the customer applications (such as the live chat or portal) but do not access the main app, which we are looking at right now. To see your customer records, simply select the ‘customers’ application found on the left side bar. Here you’ll see a list of your customers, organized by their customer organizations. You can double click the individual customer to view or edit their details. I can add or configure some basic details about my customers, see what work they’ve submitted or conversations they are involved in, and there is also a space to add additional custom fields. You can do the same for the customer organization. I will go over how to configure some of these details later in the video.
First let’s explain customer organizations, and how to create customers
Customer Organizations are a group of individual customers. They are useful for organizing your customers, managing sharing, or portal permissions, as well as for performing actions on a large scale, such as auto–routing or automatic ticket assignment.
New customer records are created automatically when they create a ticket from email for the first time, or register for an account in your portal. You can also add new customers to your account in various ways. From the add button and clicking create new customer or through import from the tools button.
Let’s create a new customer by clicking ‘add > Customer’, and completing the form.
The minimum required is an email address. Complete this form and then click ‘Create.’.
As you can see, the customer has been created and they are added into the ‘Example’ Organization. This is based on their example.com domain name. I can put them outside of an organization or group them into another organization simply by dragging and dropping them to be into that organization. By default, new organizations are created based on the domain. So if i got a new email from someone@abc.com the abc.com organization would be created for me.
You can double click on the organization to bring up the organization details. Here I can also add additional email domains for this organization. Then customers with that domain will get grouped into this organization automatically. To demonstrate, I can add the domain abc.com to this organization. Now, I will create a new customer with this email domain.
Back to our dashboard, you can see this customer has now been automatically grouped into this organization because of the configuration we made.
To create a new customer organization, I can click add, ‘Customer Organization’, and complete this form. All that’s required is a name for the organization.
If you work internally, your customers likely all have the same domain, or maybe you prefer to organize your customers manually. In this case you may not want new customers to get grouped into organizations automatically based on their domain. In this case you can turn this feature off. Head to administration -> customers and scroll down to the bottom. Simply uncheck this box beside ‘automatically create customer organization’. Now whenever customers with new domains are created they will be in ‘no organization’. Let me demonstrate. I’ll add a new customer here with a different domain than exists in my account. You will see that the new customer is outside of an organization and one is not created automatically. Like before you can organize them yourself if you want to by dragging and dropping or by going into their individual profile.
If you work for internal end users you may want to instead create organizations to represent different departments in your company, then manually organize or you can have all customers in one organization.
You can configure details of customers from the admin settings. Head to administration and then customers. You can configure the customer type, this can help you better understand the needs of your customers. Remember if you want to utilize the types that you should turn it on in the customer detail panel, which are these settings here.
The detail panel is essentially the profile page of the customer. If you want you can configure which properties will appear there. You can simplify the customer detail panel by removing properties. Or you can add additional properties, including any custom fields you have created. TO demonstrate, let’s add the customer type to my detail panel as well as one of my custom fields here. Now when we head to our customer’s detail panel those properties will appear there and I can make use of them.
Lastly, let’s touch on some of the things you can do with organizations. On the organization detail panel you can see one popular option, which is auto-routing. You can set-up an automation rule from here. This automation will run on items submitted by any member of this organization when created and then will perform an action. For example I could assign all tickets originating from this organization to a specific member of my team.
Now whenever someone from this org submits a request it also goes to this agent.
There are many other options and benefits of grouping your customers. If you have any questions feel free to reach out through live chat or at support at onedesk.com