Group and Organization


Group is used to manage admins or agents. One agent/admin can be associated with one or more groups. However, a ticket can only be associated with one group.


Organization is used to manage end users. One end user can be associated with one or more organizations. The organization concept can be used in ticket rules, report, SLA and ticket views. For example, you can configure a ticket view just for certain organizations, or set up an SLA only applying to an organization.


An organization can be associated with a group. All requests from users in this organization will be automatically assigned to this group.


An organization can have multiple domain names associated with it. When an end user’s email request comes in, it will be automatically assigned to an organization based on domain name in the email. You can enter multiple domain names separated by comma.