Setting Up Support PINs for Kaseya BMS in CloudRadial

Support PINs help you identify users when they call in for support or request support from an unfamiliar email address. 

When your end-users log in to your CloudRadial portal, they will be prompted to set a support PIN for their account, which can be a number, letters, or a combination of both. You can see how this works by impersonating a specific user under Partner > Clients.

User entered support PINs can be viewed in the Users view under Partner > Clients

Setting up the SupportPIN Field in Kaseya BMS

In Kaseya, this is seen as a custom field within the contact's information, as seen below:

The instructions to turn it on are as follows:

1. Navigate to the top menu in BMS and click on Admin
   
   
   
   
2. Once on the Admin page, click on the My Company dropdown and select Company Settings
   
   
   
   
3. Select the button to create a New (N) custom field
   
   
   
   
4. In the dialog that opens, fill out the following fields:
   • For Field Name, enter SupportPIN
   • For Field Type, enter Free Text
   • For Module Name, use the dropdown menu to select Contacts
   • For Order, enter 1
   • For Status, select Active
   • For Required Custom Field, select No
     
     
5. Hit Save (S) when complete

The SupportPIN field will now populate within a custom field listed within the contact's notes. Syncing may be required to have this field populate. Wait either one day for CloudRadial's nightly syncs or manually sync the company by following these steps:

• Navigate to Partner > Clients
• Select the company to sync
• Click on the Sync option within their details to trigger a manual sync
  
  
• Refresh Kaseya BMS and check the customer's notes