MSP Portal: Managing Customers

Document created by user.oxriBaJeN4 Employee on Aug 1, 2016Last modified by user.oxriBaJeN4 Employee on Dec 12, 2016
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There are two menu items available to manage customers based on their Connect process status:

  1. Click on the Menu Icon toolbar icon.
  2. Click on one of the following menu items:

    Menu ItemDescription
    Customer | In Progress

    Lists all customers currently going through the Connect process. 

    Customer | CompleteLists all customers who've completed the Connect process. 

 

Customers: In Progress Status

A newly created customer won't be displayed in the Customer In Progress page until the MSP Portal: Request for Information (RFI) Form has been sent back to Mimecast.

  

Customers: In Progress dialogWith the Customer In Progress dialog open, the following details are displayed:

  • The customer details, including the number of licences and account type.
  • The current status of the Connect process. If the RFI has been requested, the status links to the Mimecaster Central knowledge base article on this subject.
  • Access to the RFI form. The RFI column displays an icon that gives the status of the customer's RFI form. The icon can have one of the following statuses:
    • RFI Incomplete - The RFI has yet to be completed.
    • RFI CompleteThe RFI is complete.
    • RFI Error - The RFI has an error.
  • The role (i.e permissions) you have for each customer. 
  • If you've a Partner Administrator role, delegated access is enabled for your login and you'll be able to sign into a customer's Administration Console by clicking the Admin Console button.
    During your account's initial creation, the Partner Administrator role is given to the generic administration account (e.g. msp_client@clientdomain.com). This can be used to grant the MSP Administrator the required role.

Displaying a Customer's Details

 

Customer DetailsFrom the Customers | In Progress dialog, you can display a customer's full details by clicking on their name. This displays:

  • Products: Displays details of the purchased Mimecast services.
  • Upgrade Options: This can be used to upgrade a customer's Mimecast services. See the MSP Portal: Customer Upgrades page for further details.
  • Infrastructure: Displays details of the customer's infrastructure, including their domain, mail server, server OS, and Active Directory environment.
  • RFI Details: Displays summary details of the information supplied on the customer's RFI form.
  • Connect Details: Displays a list of the Connect process steps, together with an indication of the step's progress and date of completion. Progress is indicated by one of the following icons:
    Each step is a link to the Mimecaster Central knowledge base article on this subject.
    • RFI Incomplete - The step has yet to be completed.
    • RFI Error - The step is in progress.
    • RFI Complete - The step is complete.
  • Monitor: Lists the services and queues that are being monitored in the Service Monitor.
  • Customer Notes: Displays notes that you've added about the customer with details of who created it, and the date / time it was created. Existing notes can be changed by clicking the "Edit" link. To add a note:
    • Click the Add link. An Add Note popup dialog is displayed.
    • Enter your notes.
    • Click the Submit button. The note is displayed.
  • History Log: Displays a full customer history, including all major milestones (e.g. converting from a prospect to an order, RFI form sent for completion).
    In addition the "Recent Customer History" panel is displayed on the right hand side. This displays a list of the customer's recent activity, together with some summary detail (e.g. user details, date / time, etc.).
  • Attachments: A list of attachments (e.g. new orders, upgrade addendums) for the customer. Each attachment is a link to a safe PDF version of the file.

 

Once delegated access is enabled for your login, you'll be able to sign into a customer's Administration Console by clicking the Admin Console button.

 

Customers: Complete Status

 

Customers: Complete dialogWith the Customer Complete dialog open, the following functionality is available:

  • The customer details, including the number of licences and account type.
  • The role (i.e permissions) you have for each customer (e.g. Partner Administrator).
  • Once delegated access is enabled for your login, you'll be able to sign into a customer's Administration Console by clicking the Admin Console button.
  • The status of the account queues and connectors listed below. A good status is indicated by an Good icon in the column. A problem status is indicated by a Bad status icon in the column.

    IconDescription
    Inbound email queue iconInbound Email Queue
    Outbound email queue iconOutbound Email Queue
    Journaling Queue IconJournaling Queue
    Journal Connector IconJournaling Connector
    Active Directory Connector IconActive Directory Connector

 

Searching for a Customer

 

Searching for CustomersBoth the In Progress and Complete dialogs allow you to search for a specific customer.

  1. Type part or all of a customer's name in the Search Customers box.
  2. Click the Go button. The results are listed.

Use the alphabetical links above the list of results to filter the results further.

  

You can sort all columns in the list of customers. Click on the column header to sort alphabetically from A to Z. Click the column header again to sort alphabetically from Z to A.

 

See Also...

 

Attachments

    Outcomes