Multi Tenancy Staff Access

Multi-tenancy: staff cross-company access

Part of the Multi-tenancy section. Planned / in design.

Your analysts work across companies. This page covers how they move between clients, search across all of them, and how you control who can see what.

The company switcher

Analysts spend most of their time working in one company's context — picked from a company switcher in the header. While in that context, everything they see and do is scoped to that client.

They can also step up to an "All companies" view to search across every client at once — for those "I know I wrote that knowledge article, but which client was it for?" moments. Cross-company search results always carry a company badge so it's obvious which client each result belongs to.

The active company is shown loudly at all times. The dangerous mistake isn't failing to find something — it's replying to a ticket while in the wrong company's context. The interface makes the current company unmistakable to prevent exactly that. See Pitfalls.

Who can see which clients — your call, no "mode" required

Different MSPs run their teams differently, and FreeITSM accommodates both without an install-wide switch — because access is a property of each analyst:

• Generalist team ("everyone supports everyone") → give all analysts access to all companies.
• Account-aligned team ("Jo looks after Acme and Globex; Sam looks after Initech") → assign each analyst only to their clients.

You can even mix the two — a few all-access seniors plus account-aligned juniors. The only install-level convenience setting is a sensible default for new analysts, which you can always override per person.

Auditing

Because stepping across companies is a sensitive action, cross-company views and changes are good candidates for an audit trail — planned as part of the rollout.