Users can submit and manage support tickets through email, the customer portal, Microsoft Teams, desktop, or mobile applications.
Before you begin
Make sure:
You have permission to manage customers and users.
You know the customer’s company name and email domain.
User email addresses are available when adding users manually or in bulk.
Identity-provider details are available when configuring SSO.
Create a customer account before adding its end users.
Customer setup
For Managed service providers,
MSPs create a separate customer account for each client company.
To create a customer:
Go to Customers > Customers.
Click Customer +.
Select:
Add customer manually
Bulk upload customers
For Internal Team,
The company created during sign-up is automatically added as a customer.
Team members added to the company are automatically available as users under this customer.
Additional employees can be added as users under the automatically created customer.
A separate customer does not need to be created for the internal organisation.
For the automatically created customer, DeskDay uses company Locations as the location context for users instead of requiring separate customer sites.
A default HQ site is created for use. It can be renamed, but it cannot be disabled or deleted.
Add a customer manually
Select Add customer manually.
Enter the Customer name.
Enter one or more customer Domains (Optional).
Click Create customer.
Enter only the domain name. For example: company.com
Why the customer domain is important
The domain helps DeskDay identify which customer an end user belongs to for email tickets.
When an email is received from a configured customer domain, DeskDay can:
Associate the ticket with the correct customer.
Create the end user automatically if they do not already exist.
Add the user to the customer account.
Domains can be updated later from the customer’s overview page.
Upload customers in bulk
Use bulk upload when adding multiple customers.
Select Bulk upload customers.
Download the template.
Enter the required customer details.
Save the file in
.CSVor.XLSXformat.Upload the completed file.
Review and complete the import.
Create users
After creating a customer, choose one of the following onboarding methods:
Add users manually
Bulk upload users
Single sign-on
Automatic creation through email ticketing
Add users manually
Open the customer.
Click User +.
Select Add users manually.
Enter the user’s email address.
Press Enter to add more users when required.
Select the user type.
Enable Privileged user when applicable.
Keep Send customer portal invite selected.
Click Finish.
Users receive an invitation to activate their account and create a password.
Upload users in bulk
Open the customer.
Click User +.
Select Bulk upload users.
Download the user template.
Enter the required user details.
Save the file in
.CSVor.XLSXformat.Upload the completed file.
Review the imported users.
Click Finish.
Configure single sign-on
SSO allows users to sign in using their existing organisational credentials.
Supported identity providers include:
Microsoft Entra ID
Google Workspace
To configure SSO:
Open the customer.
Click SSO + or select Single sign-on from the user-onboarding options.
Select the required identity provider.
Enter the requested configuration details.
Add the customer domain.
Configure the redirect URLs provided by DeskDay.
Save the configuration.
Test sign-in with one user before rolling it out to everyone.
Create users automatically through email
Manual user creation is not required when users submit requests only through email.
Make sure:
The customer domain is configured.
The user sends the request from that domain.
The email is sent to a connected DeskDay support mailbox.
DeskDay creates the user automatically and associates them with the matching customer when the first ticket is received.
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. A Super Manager has access to all user tickets for that customer.
Primary Contact: The main contact at the customer organization. The Primary Contact is used for integration mapping and as the default email recipient for that customer.
Secondary contact: An additional contact for communication or escalation.
Review the customer details and complete any additional information required for your internal processes.
Add locations
Locations represent offices or branches belonging to your own organisation.
A default HQ location is created when the organisation is created.
To add another location:
Go to Control Center > Organization > Locations.
Click Location +.
Enter the location details, such as:
Location name
Contact person
Email
Contact number
Address
Country
State
City
ZIP or postal code
Timezone
Save the location.
For internal IT teams, locations are used to organise users by office or branch under the automatically created customer.
Add customer sites
Sites represent a customer’s offices, branches, or physical service locations.
A default HQ site is created when a customer is created. It can be renamed but cannot be disabled or deleted.
To add another site:
Open the customer.
Go to the Sites tab.
Click Site +.
Enter details such as:
Site name
Contact person
Email
Contact number
Address
Country
State
City
ZIP or postal code
Save the site.
Users can then be associated with the appropriate customer site.
For the automatically created internal IT customer, organisation locations are used instead of managing separate customer sites for each office.
Troubleshooting
A user is linked to the wrong customer
Confirm that the correct domain is added and is not assigned to another customer.
A user did not receive an invitation
Confirm that the email address is correct, the invitation is not in spam, and Send customer portal invite was selected.
The bulk upload fails
Confirm that the file follows the downloaded template and is saved in .CSV or .XLSX format.
The HQ site cannot be deleted
The default HQ site is required by DeskDay. It can be renamed but cannot be disabled or deleted.
An internal IT user is linked to the wrong office
Confirm that the user is associated with the correct organisation location.