Organizations and contacts

Select the correct organization before creating a ticket, request form or system connection. That choice controls which customers, operators, mailboxes and automation targets belong to the work.

Three records serve different purposes:

Record	Purpose
Organization	The tenant that owns tickets and related configuration.
Customer/contact	The person’s name, email and organization used for requester and conversation context.
Application account	The identity that signs in and receives roles for specific organizations.

A customer record can exist before the person has a login. Creating a contact doesn’t by itself grant an application role.

Create an organization

An instance administrator opens Organization Management at /admin/organizations and selects Create. In General, enter Name, DNS Name and useful Contact Info, then review Enable organization and create it.

Use the organization’s actual email domain for DNS Name, such as example.com. Global mailbox intake uses domain information when resolving a new requester. Review duplicate or conflicting organization records before bringing a shared support mailbox online.

Configure NetRatel automation through System connections, selecting this organization and the real NetRatel tenant. The saved pairing is the current connection workflow.

Maintain contacts

Open Customer Management at /admin/customers with the required administration access. Search by name or email before creating another record. Choose Create, enter Name, Email and Organization, and review Enabled.

On an existing customer, Details holds the contact information; Access & roles shows whether a login is linked. A linked login keeps its current organization relationship, so the ordinary organization selector is disabled. Use the explicit account/access workflow when access needs to change.

For local accounts, activation and lifecycle actions are managed through the organization member editor. Follow users and roles for invitations and scoped assignments.

Verify a person’s context

Create or open a test ticket and confirm its organization and customer. Then check the user’s permitted view separately. Tenant-wide reader/writer roles and access to one’s own records have different scopes.

If a person is missing from a requester or assignee picker, check the selected organization, the person’s enabled state and the relevant role. For a held incoming email, compare the sender’s existing contact ownership with the receiving mailbox. Intake doesn’t move an existing customer into a different organization to satisfy a message.

Organization interface · Contact access interface · Scoped access