Using Samanage to Support Multiple Customers

Discussion created by Employee on Nov 18, 2014
Latest reply on Jan 11, 2018 by Rachel Martin

Samanage was initially geared towards strictly being an internal service desk, but recent product updates have made it much easier to manage multiple customers outside of your organization as well.  Below are some ways to manage different clients that you work with more effectively.


Using Site/Department Routing of Incidents


One of our most recent feature releases gives our customers an option to automatically route tickets based on a user?s site or department.  While categories/subcategories allow for automatic routing as well, having clients that you support outside of your organization can make using those categories a little more difficult so we gave you a second option.


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When setting up your sites and departments, make sure to mark them with a default assignee.  That way when Client A (who is associated with Site A) submits an incident, it will automatically go to Technician A or the team who handles all support for Client A.


Using Roles/Permissions to Segment Your Clients


There are a few ways that you can segment your clients roles so that they can only see what you want them to see.  For example, from an asset management perspective, you can create a role for Client A where they can only view and manage assets from Site A.  That way, Client A can log in and see their assets, run reports, etc. but can't see any of Client B's assets.


Another way to incorporate roles is from a service catalog perspective.  If you have certain requests that Client A submits but you don't want Client B to submit, you just have to adjust their role so they can only read, create, and update service catalog items that are associated to that Client's particular site.  Just remember to assign service catalog items a site when creating them initially from the back end.


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Using Email Dropboxes for Different Clients


One other option you can utilize to segment your customers is to set up separate dropboxes for each client.  Keep in mind that this will utilize categories/subcategories so if you want your clients to use the self service portal, this may not be the best fit.


What you want to do is set up a category for each client and then have a default assignee for that category.  Each category can then have it's own dropbox so you can have separate emails for each client to contact for issues, effectively routing the tickets where they need to go on the back end based on those default assignees.


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How has your organization used these features to support your clients?