Company Management

Creating a company

1. Navigate to Companies
2. Click New Company
3. Enter the basics:
   • Company name
   • Primary contact: optional. To add one, enter a name and an email or phone
   • Optional: email domains, phone, website, address
4. Save

If the primary contact email already exists in your workspace, Core links that contact when they are not attached to another company and your permissions allow it. A confirmation names the linked contact. If the contact cannot be linked safely, an error appears under the email field. Review the existing contact or use a different email.

New Company saves a draft in this browser for your account and workspace. If you refresh and reopen the form, Draft restored appears. Select Discard draft to clear the saved fields and start over. Drafts contain only the form fields and a save key.

Core warns before you close a changed form, navigate away, or leave the page. Continue Editing keeps the draft. Discard Changes clears it. A successful create also clears the draft. If a refresh interrupts a save, submit the restored draft again. Core opens the company created by that save instead of creating a second company.

Filtering companies by contract type

Use Active Contract Type on the Companies page to find companies with an active agreement of a particular type, such as Managed IT. Select multiple types to include companies with an active contract in any selected type.

Combine it with Status, Technician, and search to narrow the list further. Company status and contract status are separate: this filter always matches active contracts. Expired, terminated, and draft contracts do not qualify.

Your selections stay in the page URL so you can bookmark or share the filtered view. Use Reset to clear the filters. The contract type picker is available to people with permission to view contracts.

What a company is used for

Once a company exists, you can use it to:

• Scope tickets (who the work is for)
• Organize assets (ownership + assignment)
• Manage contacts (people at the company)
• Track agreements (contracts and service context)

Managing company phone numbers

Companies can have multiple phone numbers with custom labels and descriptions. This is useful for companies with multiple locations or departments (e.g., "HQ Main Line", "Support Hotline", "Regional Office - Dallas").

To manage phone numbers:

1. Navigate to the company detail page
2. In the Company Information card, find the Phone Numbers section
3. Click Add Phone to add a new number
4. Set the phone number, label (Main, Support, Sales, Fax, Other), and optional description
5. Mark one phone as primary (it will be shown first on tickets)

Company phone numbers are displayed on tickets for quick access to the right department or location.

Managing contacts

Contacts live under a company and are used for communication and assignment (especially in tickets and assets).

Recommended workflow:

1. Create the company
2. Add key contacts (primary decision-maker, on-site contact, finance contact)
3. Keep emails/phones current (it reduces back-and-forth later)

For more detail, see Contacts & companies.

Choosing a primary contact

The Primary contact section in Company Information shows the person's name, email, and phone above Technicians. If you can edit companies, click Edit, select a contact from this company, and Save. Clear the selection and save to remove the primary contact, or Cancel to keep the current assignment.

In the company's Contacts list, the selected person has a Primary badge. Use another contact's row menu and choose Set as primary to replace them. Archived and merged contacts cannot be selected through these controls.

Company contact displays prefer the primary contact's email and phone, with company details used as a fallback.

Choosing a default ticket project

In Company Information, find Default ticket project. If you can edit companies and view projects, choose Set default or Change, select an active project from this company, and Save. Use Cancel to keep the current setting.

The Company default project link in a ticket's time-tracking panel opens this setting, including when that ticket already has a project assigned. Changing the company default applies to future ticket assignment and leaves existing ticket projects unchanged.

If no project is available, follow Manage company projects to create one first.

Assigning technicians to companies

Companies can have primary and secondary technicians assigned to them. This helps route tickets and organize work by team member. The primary technician is also used as the default project manager when you create a customer project or view Operations (or a project's Resourcing tab) for a project that has no manager set.

Assigning technicians to a single company

1. Navigate to the company detail page
2. In the Company Information card, find the Technicians section
3. Click Edit to modify technician assignments
4. Select primary and/or secondary technicians
5. Save

Batch assigning technicians to multiple companies

1. Navigate to Companies
2. Select the companies you want to update using the checkboxes
3. Click Assign Technicians in the bulk actions bar
4. Select primary and/or secondary technicians
5. The dialog shows which companies are missing technicians
6. Click Assign Technicians to apply to all selected companies

Default ticket approvers

In the company edit form, enter Default approver emails, separated by commas. These addresses pre-fill Request approval on the company's tickets. Each recipient gets an individual approval email, and the first approval or rejection resolves the request for everyone. You can change the recipients before sending a ticket's request.

The optional approver name applies when there is one recipient. Default email lists can contain up to 255 characters.

Approved contacts

Open a company and find Approved contacts. Choose an active contact from that company, then select Add to approved contacts. Remove someone when they are no longer authorized to make requests. Editing requires company update and contact read permissions.

Each company has one list shared by all forms. The company’s default approvers are also recognized automatically when their verified login email matches one of the Default approver emails. Helpdesk Admins need to be on the list or match a default approver. A listed contact is recognized only when they sign in to the portal with their portal login email; the card shows No portal login for contacts who don't have one. Adding a contact does not grant portal or form access.

Tickets created from portal forms record whether the authenticated submitter was approved when they submitted. A request from someone outside the list can still create a ticket. Staff can use the recorded result to decide whether to seek approval, and staff who can edit the company can select Add to approved contacts on the ticket. Later list changes do not rewrite old submissions. Moving a contact to another company, changing their portal login email, archiving, deactivating or merging them removes them from the list. Add them again if they should stay approved.

Setup checklist (company health)

Every company page shows a setup checklist badge in the header. The badge color and counter (e.g. 5 / 7) tell you at a glance how much of the recommended setup is filled in:

• Green — everything required is set
• Amber — 70%+ done, a few items left
• Rose — under 70%, several gaps
• Muted — checklist data couldn't load (shows ? / N)

Click the badge to open a popover with every checklist item. Each unset required item has a Fix link to its company setting or knowledge-base page. The default ticket project link takes you to that setting on the company profile.

Items checked by default:

• Company name, email domains, web address, primary technician, default ticket project, phone, address, default approver email + name
• Secondary technician (shown for visibility, doesn't count toward the score)

Required KB tags

Admins can require specific KB tags every company should have documented (password resets, VPN setup, onboarding playbooks — whatever fits your shop). Each required tag becomes a checklist item, marked covered when at least one KB article carrying that tag is linked to the company.

To manage required tags, go to Settings → Setup checklist. Adding or removing a tag updates every company's checklist immediately.

Email domain uniqueness

Each company email domain has one owner within a workspace:

• A domain (e.g. acme.com) can only be associated with one company workspace-wide.
• When you add an email domain to a company, Core checks for conflicts and blocks duplicates.
• Public and shared email providers such as Gmail, Hotmail, Outlook, and Yahoo cannot be used for company matching. This prevents unrelated people with addresses from the same provider from being assigned to the company.
• If a new company's email uses a public provider, Core keeps the company email and default approver but visibly skips that provider in Email domains.
• If you need to reassign a domain, remove it from the existing company first.

This prevents a domain match from choosing between several companies. Messages without a usable company-domain match still need contact resolution or triage.

Reassigning contacts when a company changes

If you're consolidating or splitting companies, contacts on the original company don't stay orphaned:

1. Open the source company
2. When you remove it, Core shows a reassignment dialog listing every contact
3. Pick the destination company per contact (or leave blank to archive)
4. Confirm — the contacts move with their ticket history intact

Service delivery

Once a company has been checked off or dismissed on the dashboard Service Tracker widget (QBRs, onsite reviews, CIO check-ins), or has a completed QBR in Core, its company page shows a Service delivery card with the current year's four quarters per service: done quarters are highlighted, missed past quarters are flagged once the company has any record for that service, and a dismissed company is labeled. Use Open dashboard to check off quarters or dismiss the company from the tracker widget.