Skip to main content
Closed for Voting

Managing Companies with Multiple Locations

Related products:Freshdesk
  • October 19, 2015
  • 4 replies
  • 80 views
M
Apprentice

Hello,


Can anyone give me some ideas on how to manage companies with multiple locations in Freshdesk?


We are a software company and many of our customers have one main company with multiple locations, and each one of those locations has different software and connection details that our agents need to access to assist them when they call in.


Any ideas on this would be great! It was suggested we use FreshPlugs, but as we are trying to set them up, we are realizing that it is the entry of the information that has created a problem. We'd rather not manage our customers VPN and server information (as an example) for additional locations outside the system because then it defeats the purpose of having this system altogether.

4 replies

D
Contributor
Forum|alt.badge.img+5
  • david.barrett
  • Contributor
  • October 22, 2015

Hi Morgan


I personally do not think holding customers VPN details in Freshdesk is a safe solution as I am not aware of the data being encrypted. I would personally use something like KeePass for such sensitive customer data.


I do however like the ability to have Multiple Customer locations but wonder how this would be assigned to the user, I guess at the user level you would have a default company location and then be able to change this.


Cheers

David



M
Apprentice
  • mlangdon
  • Author
  • Apprentice
  • October 23, 2015

Thanks, David.


I see the Companies as sort of the parent and the contact (user) is associated with each specific location. But the main company storing executive or billing contact info.


We are building a widget to pull in the information that we need from our legacy system and the customer connection details are definitely secured and locked down. Our major concern is being able to determine between locations what versions, modules, etc. they have. 

B
Apprentice
Forum|alt.badge.img
  • bart_14182
  • Apprentice
  • March 25, 2016

Did you ever come up with a way of doing this? I am in the same boat as you, Nearly all of my customers have multiple sites and having a way of assigning people to a customer and a site would be awesome! While still allowing people at the parent level of the organization to see all of the daughter information.

M
Apprentice
  • mlangdon
  • Author
  • Apprentice
  • March 28, 2016

We are currently still working on building a widget for this. That was the only way we have figured out to do it for now. Basically, we are building our own tabs within the ticket view in the right column to show/view site specific customer information. 

Terms of UseAccessibility statement