Requesters & Companies

When a customer emails your support address, DevStride records them as a requester — the person on the other side of the conversation. Requesters can be grouped into companies, the customer organizations they belong to. Both are managed from the Service Desk module.

Requesters

Open Service Desk → Requesters for a directory of everyone who has contacted your team. The table shows Name, Email, Status, and Company.

A requester is created automatically the first time someone new emails in; you rarely add one by hand. Click a row to open the requester's detail, where you can edit their name, see their recent requests, and set their status.

Status: Active vs. Blocked

• Active — the normal state; their email creates and continues tickets.
• Blocked — use this for an abusive or spammy sender. Mail from a blocked requester is held out of your Inbox.

Merging duplicate requesters

The same person sometimes writes from two addresses (a work and a personal account, say), creating two requesters. Open a requester and choose Merge to fold one into the other. Their tickets and history combine under a single requester, so you see one continuous relationship instead of two fragments.

Erasing a requester (privacy requests)

When a customer invokes their right to be forgotten, open the requester and choose Anonymize. This permanently scrubs their personal details (name, email, and so on) from DevStride while leaving the underlying work intact and de-identified — satisfying an erasure request without deleting the tickets your team worked.

Companies

Open Service Desk → Companies to manage the customer organizations your requesters belong to. A company groups all of a customer's people and lets you set defaults that apply to every request they send.

Auto-matching by email domain

Give a company one or more email domains (for example acme.com) and DevStride automatically links new requesters to it when their email matches. New people from a known customer slot into the right company with no manual step.

Per-company defaults

A company can carry its own defaults that override the channel address for its requests:

• Default location — file this company's tickets under their own workstream or item, instead of the channel address's default. (See the override rules.)
• Default assignee and watchers — route this company's tickets to a specific owner and notify specific people, on top of (and taking precedence over) the channel address defaults.

These defaults are what make per-customer handling effortless: set them once on the company, and every future request from that customer is filed and routed your way automatically.