If you’re an MSP working with people who represent different businesses, it’s hard to keep track of requests that come from them on behalf of each of these clients. That’s why we’ve made it easier to manage the association of a requester with multiple clients.
Associating a requester with multiple clients
Navigate to Modules > Clients > Requesters
Select any requester that you want to add multiple clients to.
In the requester’s info pop-up, click the ‘+ icon’ next to the site field to add another client to the requester.
4. Now select a client and client site from the drop-down list.
5. Once you are done adding the clients to the requester, click Save.
You can also do this another way, by finding requesters under a specific client and associating another client with them. Here’s how:
Go to Settings > Clients > All clients
Choose the client you want to add the requester to.
Click the vertical ellipsis icon and select Edit.
4. On the requester’s info page, click the + icon to associate more clients with the requester.
5. Once you are done, click save to associate the requester with the additional clients successfully.
Automatically associating a requester with multiple clients
In certain scenarios, SuperOps.ai will automatically take care of mapping a requester to additional clients. Here’s when:
When a requester raises a ticket and the requester’s domain is matched to client A, but the email was sent to a mailbox that belongs to client B, then the ticket will be created under client B, and client B will be added to the requester.
When a requester raises a ticket and the requester’s domain is matched to client A, but an automation rule is defined to create the ticket under client B, then the ticket will be created and the requester will be automatically added to client B.
If an automation rule is defined, it will override any client association that occurs through different mailboxes.
If a ticket is received from a generic email address and the domain is added under two clients, and the automation rules are unable to identify which client the ticket belongs to, then it will be categorized as an unknown ticket.