There are several use cases for Watchman Monitoring's Reference Email feature. This article reviews those use cases and how best to implement Reference Email for your organization. The Reference Email feature is fully realized when paired with the Private Ticket Creation feature of Zendesk.
Single Point of Contact for Organization
Many times you have a group in your Watchman Monitoring dashboard for whom you have a single point of contact. This may be the CxO, Office Manager, or designated liaison for the organization.
In this situation, it is best to set the Reference Email for the Group. The computers within the Group will inherit this Reference Email when issues are created. You can always optionally override the Reference Email for an individual computer as needed.
One-to-one Computer to User
With a one-to-one deployment, you tend to contact individual users with issues regarding their computers. You should assign Reference Email addresses to each computer within the group. You can optionally assign a Group Reference Email that will be used as a fallback address for computers without a one-to-one relation, aka one-to-many computers. Examples of one-to-many computers include conference rooms computers, shared workspace computers, etc.
Grouping by Service Level
In the instance where you might give away, sell, or individually distribute your Monitoring Client to users, you should assign Reference Email addresses to each computer.
You should NOT assign a group Reference Email address, as there would be no primary point of contact.
This use case would apply to the Service Provider who includes the Monitoring Client as part of the service, a reseller who sells individual computer monitoring, or a the preference to organize computers into Groups based on service level (free vs. paid, etc.).