Organizing Client Requests in Linear with the Companies Module

What is the Companies Module?

The Companies module is a powerful organizational tool designed for B2B service teams, agencies, or internal departments. Instead of managing individual users in isolation, this module allows you to group users under a single organizational umbrella.

Why is it useful?

• Automated Triage: By connecting a company's email domain, all future tickets submitted by anyone from that organization are automatically grouped together.

• Enhanced Collaboration: You can grant permissions for team members within the same company to view and reply to each other's requests, eliminating duplicate tickets and siloed communication.

• Client Segmentation: Easily separate your VIP clients, internal departments (e.g., Marketing, HR), or external vendors to apply different workflows or SLAs.

Step-by-Step Configuration

1. Creating a New Company

To define a new client or organization in your system:

1. Navigate to the Companies section from your left sidebar.

2. Click the New Company button.

3. Enter the Company Name (e.g., Acme Corp, Marketing Department, VIP Customers).

2. Connecting Email Domains

This is where the automation happens. By connecting an email domain, Hipporello does the heavy lifting for you.

• Company Domains: Enter the domain(s) associated with the organization (e.g., acme.com). You can separate multiple domains with commas.

• The Result: Any future requests coming from an email address ending in @acme.com will be automatically connected to this company profile.

• Add Specific Email: If the company uses generic emails (like Gmail) or you only want to include specific individuals, you can manually select existing contacts or type in their exact email addresses here.

3. Setting Up Permissions

The permissions section dictates how members of this specific company interact with each other within the User Portal.

• Members can view each other’s tickets: Turning this on allows transparency. If one employee reports an issue, their colleagues can see it, preventing multiple people from reporting the same problem.

• Members can reply to each other’s tickets: This turns a standard ticket into a collaborative workspace. External teams or internal departments can discuss the issue together directly inside the ticket.

4. About Company

Use the rich text editor at the bottom to store essential internal context. You can use this space to outline SLA agreements, attach contract details, or leave specific handling instructions for your support team.

Once you have configured these settings, click Confirm to save the company profile and activate your new automated workflow.