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 prompted to set a support PIN for their account, which can be a number, letters, or a combination or 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 Autotask
In Autotask, this is seen via a UDF within the contact's information, as seen below:
The instructions to set it up are as follows:
- Navigate to the top-left menu in Autotask and hover over Admin
- Once the side panel changes, select Features & Settings
- Expand the first dropdown for Application-Wide (Shared) Features
- Select User-Defined Fields
- Once in the area for user-defined fields, select the tab for Contacts
- Press the +New button to add a new UDF
- In the dialog that opens, fill out the following fields:
- For Name, enter SupportPIN
- For Description, enter Support PIN
- Leave the Required checkbox blank
- For Sort Order, enter 1
- For Field Type, select Text (Single Line)
- Leave Default Value blank
- Ensure the Active checkbox is ticked
- Hit Save & Close when complete
The SupportPIN field will now populate within a UDF 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 Autotask and check the contact's notes
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