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Audience: MSP administrators configuring the organization’s support experience.

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Set the support identity

  1. In Launch Center, open the support-identity step.
  2. Enter Support email and the intended Portal name.
  3. Select Next, resolve validation errors and check the saved result.
The support readiness check looks for the saved support email. The portal name is recommended branding evidence. AI context notes do not substitute for the support email, and entering an address does not verify that the mailbox can receive messages.

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Review assistant access

Open Settings > Tenant > AI to review the main AI setting, Company-user AI access and available Home assistant customization. Use Save Settings for form changes and wait for confirmation. Review the actual Company role before rollout: enabling AI does not grant access to otherwise restricted company data or actions. Keep support instructions useful and specific: the preferred contact route, business context and escalation expectations. Do not put credentials or private operational secrets into client-facing prompts or help text.

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Verify the experience

Open Home with the intended audience and check which assistant and shortcuts are offered. A support-contact field is separate from ticket delivery and sending-domain verification. Configure those independently when required. If the assistant is unavailable, check the tenant AI setting, Company AI setting, role and feature availability before changing prompts. For normal use, see Home assistant.

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FAQs

No. The support readiness check requires the saved support email.
No. Company scope and permissions still apply.
No. Configure the ticket delivery method and fallback separately in Ticket settings.