How do I configure a client company and company-wide ticket visibility?
By default a customer sees only their own tickets. For business customers that is often wrong - the person who owns the relationship wants to see everything their colleagues have raised.
How companies are formed
When someone writes in for the first time they are added to your user list automatically and grouped under their company by email domain. Everyone at @clientcompany.com lands under the same company without anyone maintaining a list.
Letting a contact see the whole company
You can allow a nominated user to view every ticket raised by their company rather than only their own. This is usually what a client's IT lead or office manager actually wants: oversight of what their people have asked for, without being copied into everything.
Decide who gets it, deliberately
Company-wide visibility means that person can read tickets their colleagues raised, including any detail those colleagues put in them. Grant it to the people who own the relationship, not to everyone at the domain, and tell the customer you have done it.
Watch out for shared consumer domains
Domain grouping does the right thing for a business domain. It does not for gmail.com, outlook.com or any other public provider - those senders are not one company, and nobody there should be given visibility of the others. Check before granting access on a consumer domain.
What it gives you
Once companies exist you can report per client, apply a different SLA policy per client domain, and give the client a single view of their own history - which is most of what a business customer means when they ask for a portal.
