Directory: customers & organizations
Admin Panel → Directory (also reachable to any agent, not just admins) has two tabs: customers and organizations. Every person who’s ever filed a ticket has a record here, and every organization they belong to has one too — both share the same advanced-filter, column-picker and saved-view machinery the ticket list uses, so building a segment like “VIP customers in Germany with no ticket in 30 days” is the same mechanic either place.
Customers
Section titled “Customers”A customer record holds:
- Name, email, phone, plus alternate emails — other addresses the same human is known by. This is what lets a context-tool plugin resolve “who is this” from more than one address, and what threading uses to recognize a reply from a second inbox as the same person.
- Department, country, zone — free text, yours to define. Their entire purpose is routing rules: “requester department equals Billing” is a real condition a rule can match on.
- VIP (a flag) and VIP level (a number) — also routing-rule material, and independent of any vendor’s own VIP concept (the built-in HubSpot connector reads HubSpot’s deal-amount signal for its own VIP badge — a different, external notion of VIP from this native flag).
- Guest and Active flags.
- Organization and, if they belong to one, org admin — a customer-side role, unrelated to Salamandr’s own staff roles, that lets this specific person self-serve their organization’s SSO settings from their own portal once a tenant admin has opted the organization into that.
- Custom fields (see Ticket types, fields & tags — customers are one of the three entities a custom field can belong to) and notes (free text).
- A tag profile — not tags applied to the customer directly, but derived live from every tag on every ticket they’ve filed. There’s nothing to maintain here; it just reflects reality.
The same underlying form edits a customer and a staff account (admin/agent) — see Staff, teams & routing for the invite flow. What’s customer-specific (VIP, org admin, department/country/zone) simply doesn’t render for a staff row, and vice versa (a staff row’s “max concurrent conversations” cap doesn’t render for a customer).
Organizations
Section titled “Organizations”An organization holds a name, domain, website, phone, address and notes, plus:
- “Members can see all tickets for this organization” — off by default. Turn it on and any customer in the org can read every ticket filed by anyone else in it, not just their own. This is deliberately a read-only grant: editing a ticket’s properties, and dispatching a reply on a message you didn’t author, both stay staff-only regardless of this setting (see the ticket detail page’s property-staging behavior — none of it is reachable by a customer session, org-shared ticket or not).
- SSO self-service — the tenant admin’s opt-in that lets the organization’s own org-admin customer configure customer-organization SSO without a staff member doing it for them.
- Custom fields (entity
organization) and a tag profile, derived the same way a customer’s is — from every ticket anyone in the organization filed. - A Zabbix host-group link (Enterprise) — a one-time, manual bridge from this organization to a Zabbix host group, so the MSP connector knows which monitored environment belongs to which customer organization. Nothing infers this automatically; an agent sets it once.
Organization membership itself is assigned from the customer’s side (the Organization picker on a customer’s own record) — there’s no separate “add member” action on the organization.
Filtering and saved views
Section titled “Filtering and saved views”Both tabs’ advanced filters key off the fields above directly — name/email/phone/department/ country/zone as text, VIP/active/guest as booleans, VIP level as a number, organization and tags as pickers, created-date as a date range. Any combination can be saved as a personal view from the same Saved Filters menu the ticket list uses, and columns are pickable independently of which filter is applied.