Adding a Client

Before you can start adding your customers as Users you will first need to create a Client for each customer you have.

This can be done under Clients within your main Settings.

You can add them manually using Add Client or you can upload them using the Import/Export in the same nav bar.

You'll need the basic Client information such as Name, Service Level details (if any), their email domain (if you intend to let them have Users register themselves rather than being invited manually), and their location details (both their physical location and the time zones etc they are in). The more information you add to your Clients here the easier it will be to provide them with support.

Name: Each Organisation should have a unique name, and a default Inbox. This is the Inbox that the organisations tickets should be created in by default. This can be changed at any time using the Edit Organisation once added.

Status: When an organisation is no longer a user of the system, rather than deleting the you can simply set them as inactive which is useful if they decide to re-join in the future.

Their Contact: In order to get the most out of your help desk software we always recommend storing as much information as possible per organisation as this is where knowledge of your customers begins. Adding a primary contact is the next field on the Add Organisation form, it can be done at a later date, however it's good practice to have all the information to add when you are onboarding a new Organisation from the start.

Website URL: Next up we have the Organisations website URL. It's handy for your Help Desk staff to have access to as much information about your customers as possible, so having a handy URL here where they can access additional information that might help provide support.

Email Domain: This is the email domain of your Client. This allows you to let your Clients staff/users register themselves with your new Issuebear system rather than having to invite them all manually. For example if you pre authorise the email domain @teamwebhq.com then anyone with an email address from this domain eg andrea@teamwebhq.com will be able to sign up and register for access to your system.

Auto Create Users: If you have allowed emails to be sent to your Issuebear system to be generated into Tickets then this Auto Create Users toggle can be really useful. It will auto create a user for the person who has emailed in using their email address as their User details (if the email is received from the mail domain that doesn't belong to an existing user, a new user account for this client will be created).

Default SLA: Service Level Agreements are basically promises that you make to your customers that you will action their Tickets in a given timescale. Some business offer them as standard and some only offer them to high level clients. More details on SLAs can be found in the SLA settings section.
The Service Level Agreement that you have with the organisation you are adding can be selected here, provided they have been set up previously. You can select none if you don't have any agreement with this Client.

Helium: Ticket Helium is our unique tool that can be used on a Ticket to help it rise to the top of the Priority Ticket List. This helpful feature can be used on an Ad Hoc basis but can also be set up from within Add Client if the new Client you are adding needs to have some additional weighting on all of their Tickets. If this new Client requires their Tickets to be actioned first, above and beyond the normal SLA or Priority levels you can add an additional Helium score which will be added to the normal calculation of Impact & Urgency to ensure these tickets have help to make their way to being actioned.

Timezone: The location settings of the Client including timezone, date format, time format & number format will be set as the default system settings which come from the system owner. However these can be changed per Client, which is done here.

Date Format: As above the other localisation settings will pull from the system defaults set up by the system owner however if you need to set up a Client that uses different settings to the default ones you can add them here. Including the Date Format.

Time Format: If you require a different Time Format for a Client, different from the system settings, then here is where you can change it.

Number Format: If, for some reason, a client needs their Number Format to be different from that of the system defaults you can over ride this here using the Number Format dropdown option here.

Main Location Details: Adding the full address including telephone number, contact email address etc is important for your own customer record management and also helps your customer service agents should they need to access this information when providing support. All of these details input here under Clients will be available to all Users within this Client however if a User has different details to those stored here you can store them within the User Profile which will over ride these ones. This includes Address, Phone number, Email address etc.

Active: Here you can toggle the Active/Inactive status to update whether this Client is Active/Inactive within your system.

Edit

The final button on the right hand side of the list of Clients is the Edit button. This allows you to easily edit the information per organisation for times when details need to be updated or added. Simply click on the Pencil icon to take you to the organisation details page to be edited. Within the edit function there is also the option to Delete Client. This cannot be undone and will delete any association between the organisation and it's users. We would recommend setting an organisation to 'inactive' rather than deleting them however if you do need to delete an organisation, please note that it cannot be undone.

Search

Users of the system with access to add/edit and view Client details will see their list of Clients within the system. Depending on the number of Clients they have, the list will span onto multiple pages. In this case you can also use the search box at the top of the page - Client Name in order to search for a Client rather than scrolling through the list of pages.