How to Set Up a New Customer in DeskDay

Overview

When onboarding a new customer in DeskDay, the recommended setup process is:

Create the customer → Add domains → Add users or configure SSO → Add sites → Configure billing and contracts → Assign an SLA → Review additional settings

Recommended onboarding order

Create the customer.
Add the customer’s domain.
Add users, upload users, or configure SSO.
Add customer contacts.
Create customer sites.
Configure billing and contracts.
Assign the SLA.
Review notifications and other customer settings.
Test the customer setup.

1. Create the customer

From the left navigation menu, go to Customers → Customers.
Click Customer + in the upper-right corner.
Enter the customer’s company name.
Add the customer’s email domain, such as:
company.com
Click Create customer.

The customer account will be created, and you can continue with user onboarding.

Important: Enter only the domain name. Do not include www, https://, or an email address.

Example:
Use company.com, not www.company.com or [email protected].

2. Why the customer domain is important

The domain helps DeskDay identify which customer an end user belongs to.

When an end user sends an email to your connected support mailbox from an added customer domain, DeskDay can:

Create a ticket automatically.
Associate the ticket with the correct customer.
Create the end-user account automatically if it does not already exist.

You can add or remove domains later from the customer’s Overview page under Domains.

3. Choose how users will access DeskDay

After creating the customer, choose how their users will submit and manage support requests.

DeskDay supports the following onboarding methods:

Add users manually.
Upload users in bulk.
Configure Single Sign-On.
Automatically create users from email tickets.

Option 1: Users will submit tickets only by email

You do not need to create users manually when they will submit tickets only through email.

Make sure that:

The customer’s email domain has been added.
The user sends the email from that domain.
The email is sent to your DeskDay-connected support mailbox.

When the first ticket is received, DeskDay will automatically create the user and associate them with the correct customer.

Manual user creation is only required when users need access to the Customer Portal or IT-Connect applications.

Option 2: Add users manually

Use manual user creation when users need access to:

The Customer Portal.
IT-Connect for Microsoft Teams.
The IT-Connect desktop application.
The IT-Connect mobile application.

To add users manually:

Open the customer account.
Go to the Overview page.
Locate the Users section.
Click User +.
Select Add users manually.
Enter the user’s:
- Full name
- Email address
Enable Privileged user when applicable.
Click Add.
Repeat the process for any additional users.
Keep Send Customer Portal Invite selected.
Click Finish.

The users will receive an invitation email to activate their account and create a password.

After activation, users can sign in to IT-Connect using either:

An email OTP.
The password they created during activation.

Option 3: Upload users in bulk

Bulk upload is recommended when you need to add several users at once.

Open the customer account.
Click User +.
Select Bulk upload users.
Download the user import template.
Enter the user details in the template.
Save the file in .CSV or .XLSX format.
Upload the completed file.
Review the imported users.
Complete the onboarding process.

Make sure that the email addresses in the file are accurate before completing the import.

Option 4: Configure Single Sign-On

SSO allows users to access DeskDay using their existing company credentials.

DeskDay supports customer SSO using:

OIDC
SAML

When SSO is configured, you do not need to create each user manually.

To configure SSO:

Open the customer account.
Click the SSO + button on the customer’s Overview page.
Select the appropriate SSO method.
Enter the required identity provider information.
Follow the instructions shown on the screen.
Use the detailed documentation link available within the SSO setup screen.
Save the configuration.
Test the login with one customer user before rolling it out to everyone.

Once configured, users can sign in using their existing organizational credentials.

4. Add customer contacts

From the customer’s Overview page, configure the relevant contacts.

You can add:

Customer owner: The internal team member responsible for managing the customer.
Primary contact: The main contact at the customer organization.
Secondary contact: An additional contact for communication or escalation.

Review the customer details and complete any additional information required for your internal processes.

5. Add customer sites

Sites allow you to organize the customer by office, branch, or physical location.

To create a site:

Open the customer account.
Select the Sites tab.
Click the option to add a new site.
Enter the relevant information, such as:
- Site name
- Address
- Country
- State
- City
- ZIP or postal code
- Phone number
- Site contact
Save the site.

Repeat these steps for each customer location.

Once created, users and service information can be associated with the appropriate site.

6. Configure billing and contracts

Open the Billing & contract tab and configure the customer according to your agreement with them.

Depending on your setup, review and configure:

Contracts.
Covered services.
Billing rates.
Included hours.
Recurring services.
Billing frequency.
Contract start and renewal dates.
Products or service items.
Billing contacts.

Completing this configuration helps ensure that time entries and services are billed correctly.

7. Assign an SLA

Open the SLA tab and assign the appropriate Service Level Agreement to the customer.

Confirm that the SLA includes the correct:

Response targets.
Resolution targets.
Business hours.
Priority levels.
Escalation requirements.

Assigning an SLA ensures that tickets created for the customer receive the correct response and resolution targets.

8. Review additional customer settings

Depending on the customer’s requirements, review the following sections:

Service desk

Configure any customer-specific service desk preferences.

Vendors

Associate relevant third-party vendors with the customer.

Notes

Record important internal information about the customer.

Documents

Upload customer-specific documentation and files.

User Groups

Organize users by department, team, or access requirements.

Notifications

Review customer-specific notification preferences and communication settings.

9. Test the customer setup

Before completing the onboarding, perform a quick test.

Test email ticket creation

Send an email from the customer’s added domain and confirm that:

A ticket is created.
The ticket is associated with the correct customer.
The user is created automatically when required.

Test manually created users

Confirm that:

The invitation email is received.
The user can activate their account.
The user can sign in to the Customer Portal or IT-Connect.

Test SSO

Ask one customer user to sign in through SSO before enabling it for the entire organization.

Review the configuration

Confirm that:

All required domains have been added.
Users are assigned to the correct customer.
Sites have been created.
The correct billing and contract settings are configured.
The correct SLA has been assigned.
Customer contacts are accurate.