Before you begin receiving and managing support requests, it’s important to correctly configure clients, devices, groups, and support teams in Iperius One . This organization allows you to connect each computer to the correct client, assign requests to authorized operators, and prepare the data needed for subsequent billing of support requests.
In short: first create the customer, then a group associated with the customer, add the device to the group via the Iperius Remote address book, and finally create a support team connected to the same group. Once complete, the customer, device, and operators will be ready for the ticketing flow.
Licensing note: The ticketing feature described in this article is available with Iperius Remote Pro . A Remote Pro license is therefore required to receive and manage support requests via tickets.
Access customer management
Log in to the Iperius One web console with an administrator account. In the left sidebar, locate the Billing section and click Customers .
This page displays a list of existing clients, along with their key billing information and the configured hourly rate. From this screen, you can create a new client, edit their details, or delete them.
Tip: Create a separate customer for each company or organization you support. This way, groups, tickets, and future invoices will remain separate and easily accessible.
Create a new customer
Open the creation form
On the Customers page , click the + Add Customer button in the top right. The Create New Customer window opens .
Fill in the customer data
Please enter the required information. Available fields include:
- Customer’s company name.
- VAT number or tax identification number.
- Address, City, Postal Code and Province .
- Country and Currency .
- Hourly rate .
- Email/PEC e SDI code.
Please carefully review your hourly rate and billing information before saving.
Save the customer
Click Save . The customer is added to the list and a notification confirms successful creation.
The green notification confirms that the customer has been created successfully.
Please note: The hourly rate entered by the customer will be important when calculating and billing ticket-related interventions.
Create a group to organize your devices
Groups allow you to organize devices by customer, location, department, or type. In the ticketing flow, the group is the primary link between the customer, the devices, and the support team.
Open the Groups section
In the side menu, under Elements , select Groups . Then click the Add Group button .
The Groups page displays the customer, group name, devices, and associated users.
Select the customer
In the Customer field , select the customer you created previously. This will link the new group to their customer profile and billing settings.
Select the customer to which the devices in the group belong.
Enter name, description and users
Give the group an easily recognizable name, such as the location, department, or service name. You can add a description and select the users who should have access to the group. Administrators are added automatically.
Add only users who need to view or manage associated devices to the group.
Click Create . A notification will confirm the group has been created.
The “Group created successfully” notification confirms the completion of the operation.
Add a device to the address book
After creating the client and group, add the client’s computer to the Iperius Remote address book. This way, the device can be recognized, organized, and quickly accessed by authorized operators.
Start connecting to the device
Open Iperius Remote on the operator’s computer, enter the customer’s device ID and password, and click Connect .
Enter the ID and password of the computer you want to add to the address book.
Using the add to address book command
During the remote session, use the ” Add to Address Book” command available in the connection toolbar. Iperius Remote opens the window for selecting the destination group.
From the remote session bar you can add the computer to the address book.
Associate the device with the customer and group
In the Add to Address Book window , select the group you created for the customer and click Assign .
Select the group associated with the customer and click Assign.
Confirm the operation by clicking YES . The device is added to the selected group.
How does the device connect to the customer? The device is added to the group; since the group is already connected to the customer, the computer is automatically organized under the correct customer profile.
When you open the Iperius Remote directory, the device should appear in the selected group. The number of associated devices will also increase on the Iperius One Groups page.
The device is now visible in the address book group and associated with the group in Iperius One.
Create a new support team
Support teams, referred to in the interface as Teams , define which operators can take on requests from assigned groups.
Open the Teams page
In the side menu, under Tickets , select Teams . The page displays existing teams, the manager, the number of members, and the assigned groups. Click + Add Team .
The Teams page summarizes the support groups already set up.
Enter the name and assign the group
In the Name field , enter a recognizable name for the team. In the Assigned Groups field , select the customer group you set up in the previous steps.
The team must be connected to the group from which support requests will come.
Add members to the team
In the Members field , select one or more users who will manage group tickets. After adding members, choose the Manager using the selection button that appears next to the user.
- Each member must have a personal account.
- The team leader is the primary person responsible for the team.
- A team can be associated with one or more groups.
- You can also add or remove members later.
Click Save . The Team created successfully notification confirms the team creation.
The new team appears in the list with assigned leaders, members, and groups.
Security: Only add agents to your team who actually need access to customer tickets and devices. Use individual accounts and avoid shared credentials.
Check the configuration
Before you start receiving support requests, perform a final check. All elements must be connected in the same flow:
| Element |
Where to check |
Expected result |
| Customer |
Billing > Customers |
Correct personal details, currency, hourly rate, and billing information. |
| Group |
Elements > Groups |
The group is associated with the correct customer. |
| Device |
Iperius Remote Address Book and Groups Page |
The computer appears in the group and the device counter is updated. |
| Team |
Ticketing > Teams |
Name, team leader, members and assigned groups are correct. |
Setup complete: When the device belongs to a group linked to the customer and the same group is assigned to a team, the team’s operators can be involved in the next support flow.
Conclusion
The initial configuration of customers, devices, groups, and teams creates the necessary structure for using Iperius One ticketing in an organized manner. The customer contains the personal and billing information, the group organizes the devices, the address book makes the computer available to operators, and the team determines who can handle support requests.
After this check, the environment is ready to receive a request from the customer, assign it to the correct team, and record the activities performed during the intervention. Managing requests via tickets requires Iperius Remote Pro.
Prepare your support flow with Iperius One
Organize customers, devices, and agents in a single console before you start managing tickets and remote interventions.
Open Iperius One
Frequently Asked Questions
Is it necessary to create the customer before the group?
Yes, if you want to properly connect devices, tickets, and billing. When creating the group, you can select the customer already in the customer database.
How is a device associated with the customer?
The device is added to a group via the Iperius Remote address book. Since the group is linked to the customer, the device is also organized under the correct address book.
Is it possible to add multiple operators to a team?
Yes. In the Members field, you can select multiple users and designate one of them as the team leader.
Can a team manage multiple groups?
Yes. When creating or editing a team, you can select multiple groups in the Assigned groups field.
How do I verify that my setup is ready for ticketing?
Check that the customer exists in Customers, that the group is linked to the customer, that the device appears in the group, and that the team contains the correct members and the same group among those assigned.
Which version of Iperius Remote includes ticketing?
The ticketing feature is available with Iperius Remote Pro. A Remote Pro license is therefore required to receive and manage support requests via tickets.
For any questions or doubts regarding this tutorial,