Customers, companies and why you need both

A person is a contact. An organisation is a company. Business support needs the distinction.

The problem without companies

Three people from the same client raise tickets separately. Each is a stranger to the system, so nobody sees that this account has raised eleven tickets this month and is about to renew.

With companies

The contacts attach to one company record carrying the contract, the SLA policy and the shared history. Any agent opening a ticket sees the whole relationship, not one person’s slice of it.

Setting it up

Create the company, add contacts to it, and set the SLA policy on the company rather than on individuals. New contacts writing from the same email domain can be attached automatically.