Information about customer access

Question

Hello,

I am IT Manager on a small company and I recently started using Service Management with a Free plan to help me and 2 other IT tech to manage requests from users.

From what I understood, Free plan allows max 3 agents, and an unlimited amount of customers, but I have some trouble with Customer registration.

I set up my domain verification for internal customers and when users send service requests to suppor email, they should be automatically registered, but instead they don't.

Looking at the support mail queue, I can see the service request not processed with status "Condition Pending" and "Account Verification Required"

When instead users send requests using @Assist tool from Teams, the request is accepted and the Customer is automatically added

Francesco Bevagna · Answer

Hi Jack, sorry if it took me so long to reply to your answer, I actually managed to solve this problem by setting up an open portal. I understand that this is not the best solution, because all my customers belong to my company and therefore are "internal" customers, but for now it works and at the moment, I sadly don't have too much time to dedicate to this problem.

I will try to give you more informations about my problem as soon as I have a little bit of time to review all the steps I took to configure Customer access.

Thanks again for your answer

Jack Brickey · Answer

Hi @Francesco Bevagna , you indicated "I set up my domain verification for internal customers and when users send service requests to support email, they should be automatically registered, but instead they don't." Can you please elaborate on exactly what you did here? Is there some documentation that you were following associated with this?

I wonder if you have verified the domain correctly? verify-a-domain-to-manage-accounts