Configuring mySupport Login, Security, and Password Options

Enable CAPTCHA

Select Yes to enable a CAPTCHA image with a code to be included on login-related dialogs as well as the Calendar RSVP Login and Calendar RSVP Register dialogs that appear on mySupport when authentication is not required and a customer is not logged in. Example

Note that this feature is not available for the Mobile client.

Enable Multi-factor Authentication

Select Yes to enable an authentication code to be sent to a customer after login in order to access iSupport.

Enable SMS

Select Yes to send an authentication code via Short Message Service (commonly known as text messaging) to the customer.

• If SMS is enabled:
• If a Twilio account is specified and the customer has a specified phone number in their Customer Profile record, the code is sent to that number via SMS.
• If the code has not been sent and the customer has a specified phone number and SMS Carrier in their Customer Profile record, the code will be sent to <phone number>@<SMS carrier email> via SMS.
• If the code has not been sent and the customer has a specified SMS address (populated via mySupport Account Settings), the code will be sent to that address via SMS.
• If SMS is not enabled, the code is sent to the email address in the customer’s Profile record.

Twilio Integration

Select or create the Twilio integration to be used for sending authentication codes to customers via SMS.

Show Send Code Via Email Link

Select Yes to include a Send Code Via Email link on the Validate Authentication Code dialog when the code is sent via SMS. This allows the code to be sent to an email address if the customer doesn't have access to the phone that the code was sent to.

Include Register Link on Login

Select Yes to include a Register link on the Login dialog. This option enables the customer to enter their contact information and set up a login. A Customer Profile will be created if one does not already exist for the email address and login name; a customer will not be able to register with the same email address and login name as another customer.

Default Register Page Title

Enter the title to appear at the top of the page that appears for the customer to enter their contact information and set up a login.

Show Company Field

Select Yes to include the Company field in the Register dialog in the Register dialog.

Show Phone Field

Select Yes to include the Phone field in the Register dialog.

Require Review

Select Yes to disable mySupport access in the customer’s Profile record when it is created after a registration is submitted. You’ll need to select a template to apply to the incident that is created for the registration request and configure a message to appear after the customer submits the registration. If No is selected in this field, access will be granted automatically.

Template

If registration review is enabled, select the template to apply to the incident that is created for the registration request. Click the Configure icon to access the Incident Template screen for creating or editing a template.

Message

If registration review is enabled, enter the text to display after a customer submits a registration.

Include Forgot Password Link on Login

Select Yes to enable a Forgot Password/Login link to appear in the Login dialog on the mySupport portal. This link will enable the customer to enter his/her email address and receive an email with the customer’s login name and a link for resetting their password. When the customer sets the new password, it will be updated in the appropriate Customer Profile record.

If no customer profile is associated with the email address, an error will appear along with the Register link (if enabled).

If the email address is associated with more than one customer profile, a dialog will appear for the customer to enter his/her login name. After the customer enters a valid mySupport login name, the email will be sent for the customer to reset his/her password. The dialog also includes a Request a Login link. When clicked, the customer can enter his/her name and contact information, click Submit, and an incident will be created for the forgotten login request.

Forgot Password Page Title

Enter the name of the page that will appear for the customer to enter his/her email address for the password reset email.

Incident Template for Forgotten Login

Use this field to select a predefined template for the incident that will be created when the customer enters an email address associated with multiple customers, clicks the Request a Login link, completes name and contact information, and clicks Submit. Note: auto-close templates cannot be used for forgotten logins. Click the Configure icon to access the Incident Template configuration screen.

Forgotten Password Notification

Select a predefined notification to be sent to the customer with the customer’s login name and a link for resetting their password, or click the Configure icon to access the Custom Notification for creating or editing one.

Forgotten Password Email Expiration

Enter the number of hours in which the link (in the email sent to the customer) for resetting the password should be valid. The link will also expire when the customer resets the password.

Background Image

Select the image to fill the screen around the login dialog.

Background Image Fit

Select Stretch to stretch the image and fit it in the window. (Note that this may cause some distortion.) Select Tile to display the image’s fixed size in multiple tiles in the window. (That this option is best suited to small images.)