Docs/Organization Setup Wizard
Organization Setup Wizard
The organization wizard creates a customer account and tells the app how that customer should be handled. In plain language: it answers who the customer is, who owns the account, who can see it in the portal, what rules apply, when to escalate, and which support agents should receive the work.
What the Team step does: The Dedicated Support Team step builds an account-specific team. When a ticket belongs to this organization, the assignment and escalation logic can prefer these people instead of treating the ticket like a generic queue item.
Step 1: Account Profile
This step is the customer account card. It stores the basic information agents need before opening tickets, reports, contracts, and portal records.
| Field | Plain meaning | Example | When to use it |
|---|
| Organization Name | The customer, company, or account name. This is the label agents see on tickets and reports. | Acme Manufacturing | Required for every organization. |
| Tenant Key | An internal code for a tenant, workspace, or customer environment. | acme-enterprise | Use when you connect tickets to a tenant in another system. |
| Brand Key | An internal code for a brand, region, or business unit. | north-america | Use when the same app supports multiple brands or regions. |
| Account Email | The main email address for the organization. | support-contact@acme.com | Use a shared customer contact address if available. |
| Phone | Main account phone number. | +1 555 0100 | Useful for priority accounts or phone support. |
| Status | Whether the organization is active or inactive. | Active | Set inactive when the customer should no longer receive normal support handling. |
| Named Contacts | Important people or inboxes for the account. Enter them comma-separated. | csm@acme.com, legal@acme.com | Used for account review, renewal, finance export, and executive follow-up context. |
| Next QBR | The next planned quarterly business review date. | 2026-07-15 | Use for enterprise or managed accounts that have regular reviews. |
| Health Score | A 0 to 100 account health score. Higher usually means healthier. | 82 | Use this to show account risk. For example, 25 can mean high churn risk. |
| Escalation Contact Email | A customer-side escalation contact. | director@acme.com | Use when urgent account issues should notify a customer leader. |
| Notes | Free-text internal notes about the customer. | Customer prefers email updates before phone calls. | Use for handling instructions, renewal risks, executive context, or special support notes. |
Step 2: Routing and Portal Access
This step decides who owns the account and how work should enter the support queue.
| Field | Plain meaning | Example | What it changes |
|---|
| Team Lead | The main internal owner for this customer. | Sarah, Customer Support Lead | Lead inbox, escalations, approval review, and account oversight can point to this person. |
| Escalation Manager | The person above the lead for urgent or breached cases. | Omar, Support Manager | Escalation rules can move serious cases to this manager. |
| Backup Lead | The fallback owner when the lead is unavailable. | Nina, Backup Lead | The app can use this user when the lead is out or backup routing is needed. |
| QBR Owner | The person responsible for business reviews and account follow-up. | Chris, Customer Success Manager | Used in reporting, renewal follow-up, and account summary context. |
| Routing Mode | How new tickets should be routed for this organization. | Direct to Team | Controls whether tickets go to the team first, urgent tickets go to the lead, or every ticket goes to the lead. |
| Support Tier | The service level for this customer. | Enterprise | Feeds reports, escalation rules, routing priority, and account profile displays. |
| Shared Portal Members | Requester accounts allowed to share organization ticket visibility in the portal. | jane@acme.com, it-admin@acme.com | Selected requesters can see organization-linked tickets in the customer portal. |
| Response Commitment | How quickly your team promises a first response, in minutes. | 60 | Use 60 for one hour. Leave blank if the contract or global SLA should handle this. |
| Resolution Commitment | How quickly your team aims to resolve the issue, in minutes. | 1440 | 1440 means 24 hours. Used as account-level service context. |
| Approval SLA | How long a customer-facing approval can wait before it should escalate. | 120 | If a reply needs lead approval and waits more than 2 hours, it can be treated as overdue. |
| Closure requires lead approval | Stops tickets from closing until the lead approves the close. | Enabled for VIP customers | Resolved tickets stay in review instead of closing directly. |
Routing Mode Options
| Option | Meaning | Example use |
|---|
| Direct to Team | Tickets can go straight to the dedicated support team. | Use for normal accounts with trusted account agents. |
| Urgent to Lead | Normal work can go to the team, but urgent work goes to the lead. | Use for priority accounts where urgent cases need oversight. |
| All to Lead | All new tickets go to the lead first. | Use for sensitive, VIP, or high-risk customers. |
Step 3: Governance Controls
This step controls what is allowed for customer-facing work and what proof is needed before a case is finished.
| Field | Plain meaning | Example | When to use it |
|---|
| Allowed Public Channels | Which channels agents may use when talking to this customer. | Email, Portal, Meeting | Use this to block unsupported channels. For example, uncheck WhatsApp if the customer does not allow WhatsApp support. |
| Required Evidence Tags | The types of proof agents should attach to tickets. | Screenshot, Invoice, Call Recording | Use for accounts that require evidence before closure or audit export. |
| Closure QA Requirements | The checks agents must satisfy before the ticket should close. | Resolution Summary, Root Cause Logged, Evidence Attached | Use for enterprise support where closures need a clean audit trail. |
| SLA Pause Rules | Ticket statuses that pause SLA timers for this organization. | Waiting on Customer, Waiting on Vendor | Use when waiting time should not count against your support team. |
| Portal secure evidence required | Portal uploads are treated as controlled evidence. | Enabled for healthcare or legal customers | Use when requester attachments may be sensitive. |
| VIP contract required | Uncovered work should be treated as a contract risk. | Enabled for VIP accounts | Use when this customer should only receive support if a valid contract covers the request. |
| Export approval required | Exports need extra approval for this organization. | Enabled for finance-sensitive accounts | Use to control report, invoice, audit, or dossier exports. |
| Legal Hold Until | A date until which records should be preserved carefully. | 2026-12-31 | Use when legal, compliance, or dispute rules require data retention. |
Governance Option Examples
- Proof: any supporting proof, such as a signed confirmation.
- Invoice: billing document or invoice screenshot.
- Screenshot: visual proof of an error or completed fix.
- Call Recording: recording from a support call or approved video consultation.
- Chat Export: exported live chat or messaging transcript.
- ID Document: identity evidence. Use carefully because this is sensitive.
- Policy: policy document or approval policy proof.
- Redaction Required: tells agents sensitive information must be hidden before sharing or export.
Step 4: Escalation and Calendar
This step tells the app when a ticket should be raised to a higher owner and what business-hour calendar this customer should follow.
| Field | Plain meaning | Example | How to think about it |
|---|
| When | The reason the rule should run. | Priority | Pick what the app should watch, such as priority, sensitivity, SLA breach, queue aging, or support tier. |
| Match | The exact value the rule should match. | urgent | If When is Priority, Match can be urgent. If When is Support Tier, Match can be strategic. |
| Aging | How long to wait before the rule matters, in minutes. | 180 | 180 means 3 hours. Useful for old tickets sitting in the queue. |
| Escalate To | The owner level that should receive the escalation. | Manager | Choose Lead, Manager, or Admin. |
| Specific User | A named person who should receive this escalation instead of following the owner level. | Omar, Support Manager | Use this when one person must handle a special rule. |
| Note | Short internal explanation for why the rule exists. | Strategic customer, route all aging cases to manager. | Use notes so future admins understand the rule. |
| Open for SLA | Whether a weekday counts as working time for this account. | Monday enabled, Sunday disabled | Use this to override the global calendar for special customers. |
| Start | The time SLA counting starts on that day. | 09:00 | For example, start counting at 9 AM. |
| End | The time SLA counting stops on that day. | 17:00 | For example, stop counting at 5 PM. |
| Holiday Override Dates | Extra customer-specific closed dates, comma-separated. | 2026-12-25, 2026-12-26 | Use when this customer has holidays that differ from your default calendar. |
Escalation Examples
| Business rule | When | Match | Aging | Escalate To |
|---|
| Urgent cases should go to the manager. | Priority | urgent | blank | Manager |
| Executive-sensitive cases should go to admin. | Sensitive Case Flag | executive | blank | Admin |
| Any case untouched for 3 hours should go to the lead. | Queue Aging | blank | 180 | Lead |
| Strategic customers should escalate to a named manager. | Support Tier | strategic | blank | Manager plus Specific User |
Step 5: Dedicated Support Team
This is the most important account-routing step. Each row is one internal user who can help this organization. You are not just listing names. You are giving the app hints about who should get work, who is backup, who is available, and when someone should be skipped.
Team Summary Boxes
| Summary box | What it means | Example |
|---|
| Account Team | How many support team rows are currently added. | 3 members |
| Assignment Logic | The routing mode selected in step 2. | Direct to Team |
| Lead Owner | The Team Lead selected in step 2. | Sarah |
| Support Tier | The service tier selected in step 2. | Enterprise |
| Approval SLA | The approval time limit selected in step 2. | 120 min |
| Closure Review | Whether closure requires lead approval. | Lead required |
Team Step Field by Field
| Field | Plain meaning | Example | What happens in the app |
|---|
| Agent | The internal user on this customer's support team. | Aisha Khan <aisha@example.com> | Only active Admin or Agent users are valid. This person can be considered for account work. |
| Coverage Role | The role this person plays for this customer. It is account-specific. | Technical Lead | Helps humans and routing logic understand why this person is on the account. |
| Capacity % | How much work this person can take compared with others. It is relative, not a strict time percentage. | 200 for a full-time account owner, 50 for part-time coverage | Higher capacity means the person can be preferred more. Lower capacity means use them less. |
| Queue Cap | The maximum number of active tickets this person should carry for this account. | 8 | When the person is already carrying too many tickets, assignment should look for someone else. |
| Availability | The person's current work state. | Available | Available users are normal candidates. Backup-only users are usually fallback candidates. |
| Days | The weekdays this person normally works for this customer. | Mon, Tue, Wed, Thu, Fri | Assignment can avoid users on days they do not work. |
| Shift | The start and end time for this person's working window. | 09:00 to 17:00 | Useful for follow-the-sun support, after-hours routing, and avoiding unavailable users. |
| OOO Until | Out-of-office end date. | 2026-06-10 | The person should be skipped until the date passes. |
| Leave Starts | First day of planned leave. | 2026-06-01 | Used with Leave Ends to show a planned absence window. |
| Leave Ends | Last day of planned leave. | 2026-06-10 | Must be on or after Leave Starts. |
| Leave Note | Short note about the absence. | Annual leave, use Nina as backup. | Helps other admins understand why the person is unavailable. |
| After Hours | Marks the person as after-hours coverage only. | Enabled for a night-shift agent | Use when the person should not receive normal business-hours work. |
| Rotation | Backup order. Lower numbers are tried first. | 1 for first backup, 2 for second backup | Helps choose between multiple backup agents. |
| Backup For | The team member this person backs up. | Nina backs up Aisha | The selected backup target must also be listed in the team. |
| Primary | The main person for this account team. | Enabled for Aisha | Only one row should be primary. If none is selected, the app chooses the first active member as primary when saving. |
| Active | Whether this team row is currently used. | Disabled for someone changing departments | Inactive rows stay saved but should not be used for assignment. |
| Add Team Member | Adds another user row to the account team. | Add a Billing owner after adding the Primary Agent | The new row is saved only after you submit the organization form. |
| Remove | Deletes the row from this organization team. | Remove an agent who no longer works the account. | The user is removed from this account team when you save. |
Coverage Role Options
| Role | Plain meaning | Example |
|---|
| Account Owner | The person accountable for the whole customer relationship. | Use for a customer success owner. |
| Team Lead | The support lead for this customer. | Use for the person who reviews escalations and closure approvals. |
| Primary Agent | The normal first-choice support agent. | Use for the agent who should get most tickets. |
| Technical Lead | The technical expert for this customer. | Use for bugs, outages, API, or complex setup issues. |
| Backup Agent | A fallback support person. | Use when the lead or primary agent is unavailable. |
| Manager | A manager responsible for escalation. | Use for breached, urgent, or executive-sensitive cases. |
| Billing | The billing support owner. | Use for invoice, contract, payment, and renewal issues. |
| Customer Success | The success or relationship owner. | Use for QBR, adoption, renewal risk, and account health follow-up. |
| Specialist | A specialist who helps with a narrow topic. | Use for security, payroll, legal, migration, or integration experts. |
| Team Member | A general member of the account team. | Use when no special role is needed. |
Availability Options
| Status | Plain meaning | Example |
|---|
| Available | This person can receive normal work. | An agent actively working today. |
| Focus Mode | This person is working but should receive less interruption. | An agent handling a major incident or project. |
| Out of Office | This person is unavailable. | Vacation, sick leave, travel. |
| Offline | This person is not available for assignment. | Contractor not currently online. |
| Backup Only | This person should be used only when normal owners are unavailable. | A backup lead or secondary engineer. |
Automatic Team Members
If you choose a Team Lead in step 2 but do not add that person in the team table, the app adds them automatically when saving with a Team Lead role, 100 capacity, available status, and active state. If you choose a Backup Lead in step 2 but do not add them in the team table, the app adds them automatically as a Backup Agent with backup-only availability and backup rotation order 1.
Team Setup Examples
| Scenario | Recommended rows | Why |
|---|
| Small standard customer | 1 Team Lead, 1 Primary Agent, 1 Backup Agent | Simple ownership with one fallback person. |
| Enterprise customer | Account Owner, Team Lead, Technical Lead, Billing, Backup Agent, Manager | Separates relationship, support, technical, billing, backup, and escalation responsibilities. |
| 24-hour support | Day Primary Agent, Night After-Hours Agent, Backup Agent | Uses shifts and after-hours flag to avoid assigning night work to day-only agents. |
| VIP account | Primary Agent at 150 capacity, Backup Agent rotation 1, Manager escalation | Gives the account stronger coverage and faster backup paths. |
Example Team Row
For a normal weekday agent, you might set: Agent = Aisha, Coverage Role = Primary Agent, Capacity = 100, Queue Cap = 8, Availability = Available, Days = Mon to Fri, Shift = 09:00 to 17:00, Primary = Yes, Active = Yes. This means Aisha is the main working agent for the customer during business hours, but should not carry more than about 8 active tickets for that account.
Validation Notes
- Lead, manager, backup lead, and support team users must be active Admin or Agent users.
- The same person cannot be selected twice across lead, manager, backup lead, and support team rows.
- A team member cannot back up themselves.
- If Backup For is selected, that backup target must also be listed in the team.
- Shift start and shift end cannot be the same time.
- Leave end date must be on or after leave start date.
- Open business-hour rows need both a start and end time.