Support PINs help you identify users when they call in for support or request support from an unfamiliar email address. It can help inject an added layer of verification security to a user's identity.
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.
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:
- Navigate to the top menu in BMS and select Admin
- Once on the Admin page, click on the My Company dropdown and select Custom Fields
- Select the New (N) button to create a custom field
- 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
- Select 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 review the contact notes on a ticket
Seeing a User's Support PIN in CloudRadial
You can see the support PINs that users have entered from within CloudRadial itself, separate from the PSA. To do so:
- Navigate to Partner > Clients
- Select Users (tab)
- Locate the user(s) you wish to find and select them
- Look at the top right of their user information panel for the PIN
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