Customers and Customer Users#
In Znuny, the concepts of Customers and Customer Users are structured to manage external users efficiently. Here’s how these terms differ:
Customer#
A Customer represents an organizational entity—a company, business unit, or institution that interacts with your service or support team. Customers are the top-level entities that contain customer users.
Example: A company like “Acme Corporation” would be a Customer.
Customers do not log into Znuny directly but serve as a reference for associated customer users.
Customer User#
A Customer User is an individual person who belongs to a Customer and interacts with your service or support system. They are the end-users who submit tickets, request support, and have access the customer portal.
Example: John Doe (john.doe@acme.com) is a Customer User under the Acme Corporation Customer.
Important
It is possible to associate a customer with multiple customers, using the Customer User <=> Customers module.
See also
Key Relationships Between Customers and Customer Users#
A Customer can have multiple Customer Users (e.g., all employees of Acme Corporation).
A Customer User belongs to only one Customer.
Customer Users can log in to the Znuny Customer Interface to manage their tickets.
Usage in Znuny#
Customer-based ticketing: When a customer user submits a ticket, Znuny associates it automatically with their respective customer.
Access Control: Customer users can see tickets within their own company.
Reporting & SLAs: Service levels can be applied at the Customer level to manage contract-based support.