Working with multiple organisations

In short: If your account has multiple organisations, you always work in one active organisation and you switch using the organisation switcher in the top bar. In the ticket overview you use Work scope to choose which organisations’ tickets you see. Settings pages show whether a setting applies to the whole account or only to the active organisation.

Where to find this

The organisation switcher is in the top bar of aishaa, on every page. Every settings page that belongs to one organisation has a chip with the name of the organisation at the top; you can also use it to switch. My profile has an Organisation drop-down list at the top. In the ticket overview (Tickets) the Work scope button is in the toolbar.

Who: everyone from the Viewer role upwards. You only see the organisations you have access to. The organisation switcher and everything in this article only appear if the account has more than one organisation.

The top bar with the organisation switcher open: the account name and the active organisation on the button, below it the list of organisations and a tick next to the active one.

Switch organisation

1. In the top bar, click the button with the name of the account and the active organisation (for example “Your company / Webshop A”).
2. Choose an organisation from the list. The active organisation has a green tick and cannot be clicked.
3. aishaa reloads the current page in the chosen organisation.

On an organisation’s settings page it works the same way: click the chip with the name of the organisation, choose another organisation and the page reloads with that organisation’s settings.

The active organisation determines which tickets, channels, knowledge documents and AI settings you see and edit. The title of the Organisation navigation group shows the name of the active organisation.

The choice applies per browser tab

Your choice of organisation belongs to the browser tab you are working in, not to your whole session.

• You can keep two tabs open side by side, each with a different organisation. If you switch in one tab, nothing changes in the other.
• When you open a ticket, aishaa automatically sets the tab to that ticket’s organisation. A pasted ticket link, a link from a notification or your browser’s back button therefore never shows a ticket under the wrong organisation.
• If you open a related ticket in a new tab, the tab you were working in stays on its own organisation.
• A new tab starts with the organisation you chose last.

Work scope in the ticket overview

In the ticket overview you do not have to work per organisation. With Work scope you choose which organisations’ tickets you see in the list.

1. Open Tickets and click the Work scope icon in the toolbar.
2. In the Organisation drop-down list, choose one or more organisations, or use All organisations.
3. Click Apply. Cancel closes the dialogue without any change.

The Work scope dialogue in the ticket overview with the Organisation drop-down list, the All organisations option and the Cancel and Apply buttons.

What else you need to know about the work scope:

• If you hover over the icon, you see the current choice: Work scope: all organisations or Work scope: 2 of 3 organisations. With a limited work scope the icon turns blue.
• The work scope applies to the list and to the counters above the list (important, urgent, unread).
• aishaa remembers the work scope in your browser, together with your other ticket overview filters.

Account-wide or only this organisation

Settings pages show at the top which level they apply to:

For macros, knowledge documents and knowledge tags you choose the scope per item: Shared across account or Only this organisation. Only an Account admin can edit shared items.

A workflow created by an Account admin applies to the whole account (the list shows Whole account); a workflow created by anyone else applies to the active organisation. An organisation can take over the writing style from the account per channel or set its own, see Writing styles.

Reports per organisation

The report pages under Analytics have an Organisation filter that you use to choose one or more organisations. You can only choose organisations you have access to; figures from other organisations always stay out of view.

Own way of working and own opening hours

An organisation can override two account settings for itself. Both choices are all or nothing per organisation.

Who sees which organisation

An Account admin manages organisation access for each user via Account > Users. In the organisation switcher, the work scope and the report filters, a user only sees the organisations they have access to. An Account admin always has access to all organisations. In the user list, the Shops column shows for each user which organisations they have access to, or the chip All shops. See Manage users.

Good to know

• If your account has one organisation, you will not see an organisation switcher, work scope, scope chip or organisation filter. That is normal.
• You set an organisation logo via Organisation > General, section Branding. That logo appears on tickets and in the organisation switcher, so you can tell organisations apart more quickly.
• You cannot add an extra organisation or archive an organisation yourself. Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
• Your personal signature can differ per organisation. In that case, first choose the organisation in the drop-down list at the top of My profile. See My profile.

Related

• Account and organisation: what belongs where
• Way of working: webshop or service provider
• Opening hours
• Manage users
• The ticket overview: filtering, searching and sorting
• Response times