The _Unknown Company is automatically created when one of your customers submits a ticket and they do not exist in your customer database.

The _Unknown Company used in conjunction with the Advanced portal is mainly used (and designed) for TeamSupport customers that are supporting customers not apart of a business (Business to Consumer situation).

If the submission comes from email, we will try to parse the email header and identify their first name, last name and email address but in some cases it may seem to be incorrect. This is because the contact did not setup their information correctly in their email client. You do have the ability to make changes to the contact record and also put them into the company they belong to if you like.

By Default, the _Unknown Company’s Portal Access is set to False. Also, as contacts are placed into this company, their portal access is also False. Make sure you set portal access to True for both the company and any contact you’d like to have access.

Once you have given the _Unknown Company portal access, you can provide each contact within the company portal access.

When your customers visit your portal site, all they have to do is enter their email address and they will be logged in. If they find they do not have access, there is a link on the portal login page to request access. This will direct your customer to the ticket submission form where they can submit a ticket to your team. From there, you can grant them portal access and respond to them with a visible action on the ticket.

You can read more here about the ways your customers can access the advanced portal.

Need more help with this?
Don’t hesitate to contact us here.

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