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Customer Reference and Usage

Common Use Cases​

Use Case 1 — Known Customer Domain​

A user with an email address on a domain mapped to ABC Corporation (e.g., user@abccorp.com) submits a ticket. The ticket is automatically associated with ABC Corporation, and the user appears under ABC Corporation's user list.

Use Case 2 — Unmapped Public Domain​

A user emails in from a recognized public/consumer domain that isn't mapped to any Customer (e.g., user@gmail.com). The user and their ticket are automatically associated with the Default Customer, with the Ticket User, Bot User, and Customer User roles applied.

Use Case 3 — Reassigning a Default Customer User​

A support team member identifies that a Default Customer ticket actually belongs to XYZ Corporation. Using the bulk operation, they move the ticket (and its requester) to XYZ Corporation. The requester's email domain does not change and is not added to XYZ Corporation's domain list — going forward, that individual's tickets carry XYZ Corporation as the Customer, while any other users on the same domain continue to follow standard domain-mapping rules.

Use Case 4 — MSP Administrator Oversight​

A tenant-level MSP Administrator can view and manage tickets, users, and configuration across all Customers, without being limited to a single Customer's data.

Use Case 5 — Customer Executive Review​

A Customer Executive at ABC Corporation logs into the Service Portal and reviews all tickets raised by anyone in their organization — not just their own — through the Agent UI and reports.

End-to-End Example​

  1. User: priya@abccorp.com sends an email to request support.
  2. Domain Identification: The platform recognizes abccorp.com as a domain mapped to a specific Customer.
  3. Customer Identification: The user is identified as belonging to ABC Corporation.
  4. Ticket Creation: A ticket is created from the email, with Priya as the requester.
  5. Customer Association: The ticket's Customer field is set to "ABC Corporation," visible on the ticket list and detail page.
  6. Assignment: The ticket is routed to one of the Service Teams and Queues enabled for ABC Corporation.
  7. SLA: ABC Corporation's Entitlement attribute is set to Premium, so the ticket's First Response Time goal is 1 hour.