"User" vs. "Organisation"
To work with our Helpdesk System it's important to understand the difference between a User and an Organisation in our tool.
What is a User?
A User in our Helpdesk system is any person, system, tool, etc., which has either sent an email to the system or has manually registered as a user via the Helpdesk's login page. For the latter the password should be known to the registrar. For the first scenario, a user account has silently been created, but the password needs to be requested via the "Forgot password?" feature on the login page, in case the Web-UI wants to be used.
A user can only see tickets which have been
- sent in via email from the user's registered email address
- created by a user within the Web-UI
What is an Organisation?
An Organisation combines one or multiple Users and grants access to tickets from all its members. Furthermore, any kind of Service Level Agreement (SLA) is bound to an Organisation. If a User, a member of an Organisation with an SLA, creates a ticket, the ticket gets the Organisation's SLA automatically inherited. The Organisation's SLA, the chosen Ticket Type and its Severity decides about the
- First Response-Time, and
- Solution-Time
of a reported ticket.
How to become a member of an Organisation?
If a User wants or needs to become member of an Organisation, a ticket of type "Organisation Setup" needs to be created by also providing the Open-Xchange license key, which should have been received after any Open-Xchange product or service has been ordered. Once the validity of the key, the authenticity and the authority of the requestor have been verified, the User is linked with the requested Organisation.
See also:
For more information please see the user documentation: https://user-docs.zammad.org/en/latest/