Organizations (B2B Accounts)

In B2B customer support environments, multiple contacts often belong to the same corporate client. Salamandr’s Organizations model groups users under a unified company account, enabling shared ticket visibility, corporate SLA policies, domain auto-assignment, and dedicated account routing.

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1. Core Capabilities

• Domain Auto-Assignment: Automatically assign new incoming customer registrations to an organization based on their email domain (e.g. @stjude.org → Saint Jude Memorial Hospital).
• Shared Ticket Visibility: Grant designated organization members or managers permission to view all tickets submitted by their colleagues in the Customer Portal.
• Organization-Level Custom Fields: Store contract tiers, account manager IDs, CRM sync keys, and physical facility codes.
• Organization Tag Profiles: Aggregate telemetry and ticket trends across the entire company account.

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2. Configuring an Organization

1. Navigate to Directory → Organizations.
2. Click New Organization.
3. Configure the organization settings:
   • Name: Legal or trading company name.
   • Domains: Comma-separated list of corporate email domains (e.g. hospital.org, health.hospital.org).
   • Notes: Internal account context, escalation contacts, or contractual notes.
   • Custom Fields: Account IDs, SLA contract tiers (e.g. Platinum).

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3. Customer Portal Organization Sharing

When a customer logs into the self-service Customer Portal:

• By default, they see only tickets they requested directly.
• If designated as an Organization Admin (is_org_admin: true), they can switch their view to Organization Tickets to monitor issues filed by all employees within their organization.

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4. Organization Lifecycle Webhooks

Salamandr emits transactional outbound webhooks whenever B2B organizations are created or modified:

Event Type	Trigger	Payload
organization.created	New B2B organization registered	Full organization snapshot (ID, name, domain, website, custom fields)
organization.updated	Organization domains, website, or custom metadata updated	Full updated organization snapshot with current state

Payload example:

{
  "id": "f5e4d3c2-b1a0-9f8e-7d6c-5b4a3f2e1d0c",
  "name": "Saint Jude Memorial Hospital",
  "domain": "stjude.org",
  "website": "https://www.stjude.org",
  "custom_fields": {
    "facility_code": "SJM-01",
    "contract_tier": "Platinum"
  }
}

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5. REST API Reference

Create Organization

POST /api/v1/organizations
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "name": "Saint Jude Memorial Hospital",
  "domains": ["stjude.org", "health.stjude.org"],
  "notes": "Enterprise Tier-1 Healthcare Account",
  "custom_fields": {
    "facility_code": "SJM-01",
    "contract_tier": "Platinum"
  }
}

List Organization Members

GET /api/v1/organizations/{id}/members
Authorization: Bearer <API_TOKEN>

List Organization Tickets

GET /api/v1/organizations/{id}/tickets
Authorization: Bearer <API_TOKEN>