Hi Everybody, if there is a way around this please do let me know but currently I do not think there is.

We carry out repairs for large clients such as insurance companies and manufacturers but suspect this option will still be wanted by the RS community?

We receive work from these clients but have to liaise with and update our mutual customer who owns the product and not the client.

Currently we have each client set up as a customer so that the invoice raised is for the client and not our mutual customer, we can monitor the number of tickets raised, amount spent with us, outstanding tickets and their status etc.

When we receive a repair or inspection request from the client we search for them in customers, open their profile and select create ticket.

We have created a custom ticket type that we call Client Repair which we select and then have had to create fields to include Customer Name and Adress, Contact details such as mobile and email etc, collection and delivery addresses, issue reported and Much Much more.

This means we are unable to use any of the canned responses as it will just update the client and not the actual customer, we cannot search for the mutal customer in the customer section of RS and the large amount of information captured is useless for Marketeer etc.

This is a huge problem for us but we did think that if there was a Create Client option allowing us to create multiple clients (as you would a customer) you could then assign a Client to a Ticket which would make the ticket payable by the client but still allow you to have full use of the great RS tools to benefit the customers experience.

The client tab when opened would (like a customer) show you their open tickets, invoices, payments etc etc which again would be great when a client called for updates or a work in progress report.

We also thought that (when RS create them) client KPI stats can be shown in the clients "profile" for all tickets assigned to them.

A client could then log in to their account, see all open tickets assigned to them and their current status.

We could then send canned responses to the mutual customer and not the client!

I look forward to hearing your thoughts :)