Customer users¶

Administrators manage contacts, their customer assignments, dynamic fields, and two-factor status.

Overview¶

This page explains how to use Customer users and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create and edit a customer user. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Deactivate a customer user. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Manage dynamic customer-user fields. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Reset two-factor setup. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.