Every client gets its own help desk address. Mail sent to it opens in that client, with the sender matched among that client's employees, then its contacts, so each client's tickets stay with its equipment and employees.

Overview

This guide covers what changes in the help desk when your company manages clients. Setting up the help desk and forwarding a mailbox work as they do for any company: see Setting up the help desk and Email and forwarding.

An address per client

Each client has its own address: ten random letters and digits at help.tekstacks.com, such as [email protected], like your company's own. A client gets its address when it is added, and it never changes. Your own company has no client address; it uses your company's Help desk address.

The Client addresses card on Help desk settings lists every client with its address. Click Copy beside a client to copy its address, then forward that client's help desk mailbox to it the same way as your own.

Mail to a client's address

A new message sent to a client's address opens in that client. The requester is matched in this order:

1. A current employee of that client with the sender's address.
2. Otherwise, a contact of that client with the sender's address. The ticket shows them as the requester, such as "Dana Reyes, contact at Northwind".
3. Otherwise, nobody: the ticket opens in that client with the Unmatched sender warning.

Only that client's employees and contacts are matched. An employee of another client with the same address is not.

Mail sent to your company's own address still works: it matches a current employee in any client and opens in that employee's client. Contacts are not matched there, and an unmatched sender's ticket opens in your own company.

Replies join their ticket as they do for any ticket, including replies from a contact who is the requester.

Mail requesters receive

Until your own sending address is verified, help desk mail for a client's tickets comes from the client's address, under your company's name. Requesters reply to the address they wrote to. Once your sending address is verified, every client's mail comes from it.

Link sender

On a ticket from an unmatched sender, Link sender offers your current employees and your clients' contacts, in two groups: Employees and Contacts. Each contact is shown with its client's name. Vendor contacts are never offered.

The person you pick becomes the requester and is sent the acknowledgment they did not get. The ticket moves to their client, unless it has equipment on it: then only the people of the ticket's own client are offered.

The ticket list

Choose All clients in the switcher and the ticket list shows tickets from every client, with a Client column and a Client filter. Pick one client in the switcher to see only its tickets. Each ticket's page shows its Client above the requester.

When clients are turned off

While your company does not manage clients, mail sent to a client's address is dropped. Nobody is told, and it never lands in your own company, where client data does not go. The Client addresses card is hidden. The addresses are kept: turn clients back on and mail to them opens tickets again.

Requirements

• Plan: MSP (the Clients feature), with clients turned on.
• The help desk turned on for your company. See Getting the help desk.
• To see the client addresses: Manage ticket statuses, priorities, categories, the number prefix and the sending address.
• To link a sender: Reply, add notes, assign and change tickets.

Find a client's address

1. In the sidebar, open Administration, then Help desk.
2. On the Client addresses card, find the client and click Copy.

Send a client's help desk mail to TekStacks

1. Copy the client's address from Client addresses.
2. Forward the client's help desk mailbox to it. The steps for Microsoft 365, Google Workspace and anything else are in Email and forwarding.
3. From an address that belongs to one of the client's employees, send a test message. It opens in that client with the employee as requester.

Link a sender to a client contact

1. Open the ticket. It shows the Unmatched sender warning.
2. Click Link sender.
3. In Employee or contact, pick the contact under Contacts, and click Link.

To add the person as a contact first, see Client contacts. A contact needs an email address to be matched by their next message.

See one client's tickets

1. Choose All clients in the switcher and open Help desk.
2. Under the filters, pick the client in Client.

Or pick the client in the switcher to work in it alone.

Notes

Note: Statuses, priorities, categories and the other help desk settings are shared by every client.

Note: A message to a client's address is matched only against that client. To have a client's people matched, add them as that client's employees or contacts with the address they write from.

Troubleshooting

Mail to a client's address did not become a ticket. Check that clients are turned on: while they are off, that mail is dropped. Then check the forwarding as in Email and forwarding.

A client's employee is shown as an unmatched sender. Their address matches no current employee or contact of that client. They may be recorded under another client, have left, or write from another address. Fix the record, then use Link sender.

Link sender does not offer the person. The ticket has equipment on it, so only the people of the ticket's own client are offered.

There is no Client addresses card. Clients are turned off. With no clients yet, the card reads "No clients yet. Each client gets its own address when you add it."

FAQ

Can I choose a client's address? No. It is random and fixed, like your company's. Forward the client's own mailbox to it.

Do client contacts sign in to the portal? No. Contacts are requesters by email.