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Domain Mapping

Domain mapping determines which Customer (if any) a user is automatically associated with, based on their email domain.

User's Email DomainResult
Matches a domain explicitly mapped to a specific Customer (e.g., abccorp.com → ABC Corporation)User is automatically associated with that Customer
A recognized public/consumer email domain (e.g., gmail.com, yahoo.com) that is not mapped to any specific CustomerUser is automatically associated with the Default Customer
The tenant's own organizational domain(s), including any domain that already existed at the tenant level before MSP was enabledUser remains at the tenant level, with no Customer association

A Customer's mapped domains are set in the Email Domains field on that Customer's Organization page. See Organizations.

Moving a User Between Customers​

A ticket (and its requester) can be moved from the Default Customer to a specific Customer using the bulk operation on the ticket list. For example, moving a ticket raised by jenny@example.com from Default Customer to ABC Corporation will:

  • Move Jenny from the Default Customer's user list to ABC Corporation's user list
  • Keep Jenny's email domain unchanged — the domain does not need to be, and is not, added to ABC Corporation's mapped domains
  • Apply "ABC Corporation" as the Customer value on all of Jenny's future tickets

This reassignment applies only to that individual user. It does not change how future users from the same domain are handled — new users from that domain will continue to follow the standard domain-mapping rules above unless they are also moved individually.