Company Management

Creating a company

1. Navigate to Companies
2. Click New Company
3. Enter the basics:
   • Company name
   • Optional: email domains, phone, website, address
4. Save

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 Customer 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.

Assigning technicians to companies

Companies can have primary and secondary technicians assigned to them. This helps route tickets and organize work by team member.

Assigning technicians to a single company

1. Navigate to the company detail page
2. In the Customer 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

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 item has a Fix link that jumps you straight to where it can be filled in (the company drawer opens with the relevant section in edit mode).

Items checked by default:

• Company name, web address, primary technician, 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

Core enforces one-to-one email-domain ownership across tenants:

• 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.
• If you need to reassign a domain, remove it from the existing company first.

This keeps inbound ticket routing deterministic — every incoming email maps to exactly one company.

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

Best practices

• Create the company first: it prevents “orphan” tickets/assets later
• Use consistent naming: match what customers recognize (legal name or well-known DBA)
• Keep primary contact info current: it makes tickets faster to handle