When multiple people from the same company contact support, its better to group them into a company. This way, the behavior of the contacts can be mapped to the company. And there is always another person to call/email when a contact is unavailable.
Contacts are automatically grouped into companies based on their email domains. They can also be grouped based on their behavior and attributes. For example, you can group together customers based on the features they use, or the size of their account and so on. Organizing contacts into companies also makes it easy to extend different privileges to different companies. For example, you can assign personal account managers to VIP customers and provide access to certain parts on your kbase just to them.
Employees of the same company can easily access (and keep an eye on) each other’s tickets. This makes sure that they don’t raise different tickets for the same issue. Different companies can have different SLA policies so that, even if there’s a high volume of tickets, the most loyal/valuable customers are never kept waiting.