Manage your CUGIC Support and ticket workflow by
Grouping Contacts in Organizations

  • What are Organizations?

    Organizations are the accumulation of your users, which includes your end-users as well as your agents. With the help of organizations you can organize your users (both end-users and agents) to manage your workflow and ticket support requests, accordingly.

    Users can either belong to one organization or to multiple organizations (up to 300), depending upon the type of plan you choose. Administrators are the ones responsible to add, edit or delete organizations, which agents cannot.

    How can organizations be helpful?

    Using organizations is optional, but by arranging your contacts into organizations you can keep a track of what those organization are requesting. Moreover, you can also enable the users, specifically agents, within an organization to view other tickets too. This helps expand the visibility of the organization’s support to reduce the number of identical requests.

  • Organizations and End-Users

    Now as you have an understanding of organizations in CUGIC Support, let’s define what we mean by end-users. End-users are mainly the customers or people who create support requests. Though, it is not mandatory to add your end-users in organizations, yet they can extremely be helpful when managing a smooth workflow. You can either add end-users to the created organizations manually, i.e. one at a time, or automate the process of by adding users and their organizations in bulk respectively.

    Agents can also be added to these organizations, referring to the particular group of contacts. You can restrict the access of your agents only to the organizations they belong (this is an option when setting the agent's privileges).

Ways to Use Organizations

You can chose the best way to organize your contacts, however, we have a few suggestions for your support:

  • By Company

    You sell your products and services to other businesses. Thus, these contacts can be arranged in organizations under the company name. Tracking and managing support tickets can be much easier for each ofthose companies

  • By Email Domains

    Add your end-users to the organizations based on the email domains, the very first time they submit a request. As you have numerous end-users, you can further categorize them into external and internal users

  • By Access to Help Center

    Create organizations by adding users who have the access to view your Help Center. Perhaps, you may add only those customers to the organizations with premium service plans.

  • By Location and Language

    You can create and manage organizations based on different locations and languages, for companies or individuals across the world. Moreover, you can link these organizations to agents who are co-located or speak similar languages, to succeed a smooth workflow.

  • BY SLA Support

    You can create organizations that reflect the service level agreements you have built with your customers. This means, differentiate your customer type, such as paying customers and free service customers, and route them through the support workflow accordingly.

How to Create Organizations?