Customer FAQs

Customer FAQs

1. How to add requesters under a customer? 

To add a requester under a customer,
  1. Go to Setup > Users & Permissions > Users.
  2. Select a customer from the drop-down in the header.
  3. Click New Requester.
  4. Enter the details in the form, select the site to which you want to associate the requester, and click Save.

Click here for more information.
 

2. Who are the POC and Account Manager? 

Point of Contact (POC) and Account Manager (AM) are customer organization roles that can be assigned to requesters with login access to the application.
 
The POC can view and monitor the customer's assets, problems, changes, reports, and work logs.
 
AMs are requesters who can be given specific permissions to monitor particular activities of the customer.  
 
For example, the POC role can be assigned to the company's administrative head to monitor all activities, while AMs could be administrative leads responsible for specific modules such as Changes and Problems of the customers.
 
SDAdmins can assign users the POC and AM roles from the Customers module or Setup > Instance Configurations > Organization Roles.
 

3. How can users log in to the application and raise request? 

SDAdmin must configure a unique Service URL for each customer to enable users in the customer's organization to log in to the MSP's requester portal and raise requests.
For example, users in the ACME company can use the URL "itsupport.acme.com" to access the requester portal.

4. How to configure Customer support email address? 

In the Add/Edit Customer form, SDAdmin can associate a support email address with a customer from the Support Email drop-down, so that:
  1. When any user sends an email to the support address, the request and the user will be automatically added under that customer.
  2. All outgoing request emails from a customer will use the specified support email address.
 
The drop-down displays all verified email addresses added under Setup > Mail Settings > Mail Addresses.

5. How to configure SAML and MFA for customers? 

SAML configuration allows requesters of the customer to log in once to gain access to multiple applications without needing to re-enter credentials.
Multi-factor authentication (MFA) adds an extra layer of security for the requesters of the customer. Enabling MFA for a customer will mandate all requesters of the customer to set up MFA during their first login.
 
SDAdmin can configure SAML authentication and MFA for a customer under the Directory tab in the customer details page.


To download metadata after SAML configuration, Service URL must be configured.

6. How can a user recover MFA access if they lose their device and does not have backup codes? 

If a user loses their MFA device and does not have backup verification codes, the admin can follow these steps to reset MFA for the user:  
  1. Go to the Directory tab on the customer details page.
  2. Click Reset for User under the MFA section.
  3. Enter the user’s email address.

The user can then set up MFA again during their next login.

7. How to add users without invitation? 

Requesters whose email addresses include the customer’s verified domain are automatically added to the application without invitation.
When such requesters provide their email address while logging in to the application via the customer’s service URL, they will receive a one-time password (OTP) to complete their login process.
 
SDAdmin can add the verified domains of a customer in the customer details page under Directory > Custom Domains.


 

8. How to change client login URL? 

Using Service URL, users of a customer can log in to the application.
 
To change the service URL for a customer,
  1. Go to the Directory tab on the customer details page.
  2. Click Delete in the Custom Service URL section to access the New Service URL button. Learn how to create a new Service URL.
 
When a Service URL is deleted, links sent to the users with the previous Service URL will not be accessible.
 

9. How to restrict technicians access to specific customer data? 

SDAdmins can configure module-specific permission to grant technicians access to module data of their associated customers only.
  1. Go to Setup > Users & Permissions > Roles.
  2. Click a role in the list or click New Role to create a new role.
  3. Expand Advanced Permissions.
  4. Under Allow technicians to view, choose Module Level Granular Permissions.
  5. Under the ALL IN ASSOCIATED CUSTOMERS column, select the required radio buttons to set module-specific permissions.
 
 

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