Customer Team Mapping

Customer Team Mapping
Example of a Customer Team Mapping

How to get there

  1. Select CUSTOMERS from the side menu.
  2. Select a customer.
  3. Select the Teams tab.

The idea behind it

This function allows you to select one team per customer from each meta team to be responsible, so that a service request created by this customer is automatically routed to this team. Note: The prerequisite for this is that these meta teams have been added to the corresponding groups (article).

How to create a Mapping

  1. Select CUSTOMERS from the side menu.
  2. Select a customer.
  3. Click on the Teams tab.
  4. For corporate customer with departments: Use the drop-down menu to select a department.
  5. Click + ADD MAPPING (picture).
  6. Select a meta team (picture).
  7. A drop-down menu will open automatically (picture). Select the team that should be responsible for this customer.
  8. Click on the check mark, to save your changes (picture).
  9. Click DONE (picture).

Note: If a customer for whom no team mapping exists creates a service request for which a meta team is assigned, the default team is notified.

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