We're a software company supporting multiple organisations with multiple sites. Any customer from any organisation can log a support ticket for any site using email, telephone and the online portal. Now this is where is gets more complicated- A number of these organisations have third party IT support who log calls with us on the customers behalf and some of this third party IT support companies support multiple organisations.

We want to automate and simplify as much of the process of logging a call as possible for both the customers and our technicians and this is proving difficult. I'll do my best to explain the problems we have and what we have in place;

• We would like customers and technicians to only be able to select sites relevant to the organisation they have selected. At the moment I can't find any way to filter so I've had to create custom fields that become visible only when an option is selected. This option is far from practical due to the amount of variations. I have also tried creating multiple templates but this has also proved to be unwieldy.
  
  
• Third party IT support- due to them supporting multiple organisations we need them to see only the organisations they support and then the sites at each of these organisations, nothing more. Once again I've experimented with custom fields and templates but found nothing that worked and could be considered manageable.
  

I'd be interested to hear how other people would manage this as I'm struggling to find a graceful solution. I'm willing to consider anything right now as we are starting to reconsider Manage Engine as our support solution.