Customers are users of your products who sent a letter to the support mailbox or registered a request through the technical support website. Customers can be registered manually, or they can register themselves on the support site. The client is created automatically when sending a letter to the support mailbox. In response, he receives a letter with a login and password, which he can use to track the status on the technical support website.
Companies group customers into logical groups. These can be employees of one company, or employees of one department, if support is provided within the organization.
Customers are assigned to companies automatically based on the domain of the email from which the request was sent. To do this, the company must list domains (separated by commas) in the Domains field. If you create a customer account whose email address matches a company's domain, that company will be automatically associated with the customer. You can edit the connection of a client to a company manually.
For a company, you can specify the attribute Employees see each other’s requests. In this case, employees of this company will be able to see requests that were sent by colleagues. Managers will be able to control the requests sent by employees.
You can regulate customer access to certain support projects or products. If you link support projects to a specific company, then employees of this company will be able to add requests only to these projects. Also, in the Documentation section, only those knowledge bases that are contained in linked support projects will be displayed. This way, you can regulate client access to various sections of the documentation.
Similarly, if you link companies to products, then employees will be able to leave requests only for these products.