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.

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.