We too are looking for a new Support desk solution, but after first investigations because we have a large amount of accounts and each account has multiple users this has become a blocker for us.

Agree with above. Seems like a key feature but still it seems to exist little information on the subject and few shouts to get it. VERY important for our SD

I too am looking for an alternative to my existing help desk software and was excited about the possibility of Service Desk. But this issue is a road block for me. We have hundreds of accounts, each with multiple users and I absolutely need to be able to group these users under their company

Nope but it is something I'm thinking of. Jira is good but the service desk sucks big time.

Mike, do you use Jira? Did you integrate osticket with Jira by chance?

osticket. (osticket.com). It meant I had to spin up another host on one of our servers but it only took ten minutes or so to get workinng. As it's PHP we can tinker with it as much as we like, which I already have!

Which one did you move to?

I fully agree. This missing feature has caused us to have to ditch Service Desk and go for an open source alternative that will let us bunch our callers together into their companies.