Summary
Starting 16th of April 2025, you are in control of managing your own contacts in Customer Support Portal.
My Contacts functionality enables contact admins to:
- Create new contacts.
- Lock existing contacts to restrict access.
- Unlock contacts when needed.
- Reset password for an existing contact when requested.
- Export All Contacts in PdF, Excel or CSV format.
Please follow the instructions below to manage your contacts faster and easier than ever.
Instructions
- Log in to the Customer Support Portal using your credentials.
- Navigate to <My contacts> available in the top banner or under the Follow Up section
- Select action <Create contact>
- Complete the form, by entering the contact details.
Important: The Account Name field is pre-filled based on your account.
If you need to associate the new contact with a child organization of your company that exists in the Customer Support Portal, use the dropdown list in the Account field to select the appropriate organization.
Note: Field <Contact role> enables you to assign specific role to your newly created contact
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- If left empty - This contact will be able to create and update cases and service requests, however, will not be able to manage contacts for your organization.
- Contact admin- If you assign this role, the new contact will be able to manage the contacts list.
- Incident contact – This informs customer support who to communicate to for proactive tickets created by Basware through monitoring of your services.
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- Click Submit to add the new contact.
- A confirmation message will appear, indicating that the new contact has been successfully created.
Note: In rare instances, you may encounter a message advising you to contact customer support if a specific contact cannot be created. In such cases, please reach out to us via live chat or by submitting a support case through the portal.
2. Lock existing contact to restrict access
The <Lock This Contact> feature restricts a user’s access to the Customer Support Portal.
How to lock a contact:
- Navigate to <My contacts> section available in the top banner or under the Follow Up section
- Select <Manage your contacts>
- From <Active contacts> list, select the contact you need to lock
- Click on <Lock this contact>
- A confirmation message will appear, indicating that the contact has successfully been locked out.
Important: A contact may be locked out after multiple failed login attempts.
In both situations, whether the contact is locked by you or due to failed login attempts—the locked contact will appear in the "Locked Out Contacts" section on the < All Contacts> page.
If needed, the user can be unlocked by following the below instructions.
- Navigate to <My contacts> available in the top banner or under the Follow Up section
- Select <Manage your contacts>
- From <Locked out> list, select the contact you need to unlock.
- Click on <Unlock this contact>
- A confirmation message will appear, indicating that the contact has been successfully unlocked.
4. Reset password for an existing contact.
If you are requested to reset password for an existing contact, follow below steps:
- Navigate to <My contacts> section
- Check in <Active contacts> list if the email address for which the reset password is needed, exists as a contact.
- Select <Reset Password>
- You will be redirected to a new page where you will need to enter your colleague's email address (User name*).
Note: Once the request is submitted, a password reset link will be sent to the associated email. The link is valid for 12 hours. Please remind your colleague to check their inbox and complete the reset process before it expires.
5. Export All Contacts in PdF, Excel or CSV format.
To export a complete list of your contacts, please follow the steps outlined below:
- Navigate to <My contacts> section
- Select <Manage your contacts>
- On the <All Contacts> page, click the three dots in the top-left corner and select your preferred format to export all contacts.