Within Teamwork Desk, you can manage your customers by adding them to different companies.
You can manually add customers to companies, or set it automatically based on email domains.
For each company, you can see a reporting overview, and a list of company members (customers) and tickets within the company view.
Go to the Customers area at the top of your Desk account.
Select the Companies tab and click on the company you want to view, to open the company's profile.
In the left pane in the company view, you will see the company name and logo, along with the any company details that have been added, such as industry, email, address and Portal permissions for customers.
When you hover over the company details pane, you will see an edit pencil you can use to update the company information.
The main panel of the company area is split across three sections:
You can also edit the company details and add existing customers to the company, in the top right of the profile view.
In the overview area, you will see a summary of statistics for the company's members (customers), and tickets associated with the company:
- Number of people
- Number of tickets
- Average response time
- Average resolution time
- First response time
- Happiness chart
- Happiness ratings
In the members area, you will see a list of the customers currently associated with the company. At the top, you will see a count of the total number of members.
Click the text to the right of the magnifying glass in the top left to enter a search term and search your members list.
You can click any of the customers in the list to bring you to the customer's profile where you can edit their details and view their ticket history.
In the tickets area, you will see a list of the tickets currently associated with members of the company. At the top, you will see a count of the total number of tickets.
Click the text to the right of the magnifying glass in the top left to enter a search term and search your tickets.
You can click on any of the tickets in the list to bring you to directly to the ticket thread.
If a customer with access to their company tickets replies to a ticket they do not own, they will automatically be added to the CC field of that ticket. You will see a note in the CC/BCC section alerting you that the customer has followed the ticket.
Using companies as a filter option
Companies is one of the filter options available to you when viewing search results or reporting.
When setting your filter conditions in the filter pane on the right hand side, you can select one or multiple companies to view.
If you have a long list of companies, you can use the search field to the right of Companies to search for specific companies.
Note: The Companies feature is available on the Pro plan or higher.
For more information, see: Setting company permissions for the Customer Portal