Help center Core configuration Customers & support levels Manage companies and customer organization details Updated Thursday, October 29, 2026 · Marc Staine Company records connect customer organizations with contacts, support entitlements and shared context. Maintain accurate ownership and domain information so agents can identify the customer and its support arrangements quickly. Applies to: Supportbench Core. Location: Customers → Companies. Access and available controls depend on your role and account capabilities. Before you begin You need permission to create or edit the intended Company record. Field visibility can follow the applicable customer policy.Search for the organization first to avoid duplicates. Confirm the intended customer hierarchy and account relationships.Review the saved result and a controlled example in the consuming workflow. Configuration, customer access and actual delivery or processing are separate checks. Configure and verify Open Customers → Companies. Search for an existing record; choose New Company only when a distinct organization needs one.Enter the required Name and review the appropriate Parent, Status, Type and Active values. Use the Description and other visible fields to record useful shared context.Review contacts, support commitments, managers, address, domains, custom fields, health information and Roles as applicable. A Company role can affect the knowledge entitlement of associated customer Contacts.Choose Save Company and reopen it. Confirm identity, hierarchy and the intended saved fields.Open a controlled related Contact or Case to verify that agents see the right customer context. A Company save does not automatically rewrite unrelated Case fields or prove a customer can access every portal record. Settings reference DetailsSettingWhat it controlsHow to chooseName / Parent / ActiveRequired company name, optional parent and active state.Use the customer’s recognized organization name and intended hierarchy.Status / TypeConfigured company classifications.Choose the agreed lifecycle and relationship categories.Support level / ExpirySupport entitlement and its expiry.Match the supported service arrangement and review expired entitlements.Account / Technical account / Customer success managerAssigned relationship owners.Keep ownership clear and current.Sector / Industry group / Industry / Sub-industrySupported business classifications.Use consistent classifications for reporting.Phone / Timezone / Renewal / RevenueContact, regional and commercial context.Record verified information; review who may see it.Tags / Description / LogoShared context and visual identification.Use approved tags and useful factual descriptions. Mailing, social and custom fieldsSettingWhat it controlsHow to chooseAddress / City / State / Postal / CountryMailing details.Keep the full address consistent.Social links / Twitter handlesSupported LinkedIn, Facebook, Twitter and Crunchbase references.Use the organization’s verified public profiles.FieldsConfigured company custom fields.Follow the field’s label, type and instructions. Domains, health and accessSettingWhat it controlsHow to chooseDomainsBare hostnames used for incoming-contact domain association. URLs, paths, email addresses and wildcards are not accepted.Enter only domains genuinely associated with the company.Health scoring / Risk / CommentsEnables health scoring and records Unset, Champion, Normal, Needs Attention or Danger with context.Document the reason and owner for a risk assessment.RolesCustomer roles associated with the company.Review the effect on supported access and configuration.Hunter IOConditional enrichment integration controls.Review returned information before depending on it. Behavior to knowAvailable fields and tabs depend on role, customer policy, modules and integrations.Domain association, support levels and customer roles can affect later processing; review them independently. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example: build a reliable customer record for Northstar Manufacturing Northstar Manufacturing is a fictional organization used here to show the decisions. Search for its real-world equivalent before creating a record. Decide whether the customer is a distinct organization or an existing subsidiary; choose Parent only when that relationship is verified.Enter the recognized Name, useful Description and agreed Status/Type. Assign the responsible relationship managers. Select the actual contracted Support level and Expiry, where applicable, rather than treating a demonstration value as a service commitment.Enter only verified bare domains owned by that organization. For a synthetic test, a controlled example such as northstar.example.invalid illustrates the format; it is not an address to use for real mail or an instruction to claim a domain. Review domain-based Contact association before adding a broad or shared domain.Review Roles deliberately. If all associated Contacts should receive a product knowledge entitlement, assign the approved Company customer role; if only one person should receive it, evaluate that Contact’s own role instead. Do not use Company roles as a substitute for testing portal restrictions.Choose Save Company, reopen it and confirm the parent, managers, service details and domains. Open a controlled associated Contact and Case to verify the organization and shared support context are correct. Check the actual Contact link rather than assuming a matching name establishes the relationship.Test intended customer access separately if Roles changed. If the wrong history or entitlement appears, correct the relevant Company/Contact relationship or role assignment and retest. Changing a Company record does not prove that every existing Case field was rewritten. Troubleshooting ProblemWhat to checkThe organization already exists under another nameCompare identity and relationships before creating another record or considering a separate merge procedure.A field or Roles pane is missingCheck the applicable customer field policy and your edit access.The Contact is linked to the wrong organizationCorrect the actual Contact/Company relationship deliberately and retest the affected support context.Changing a Company field did not update every CaseCompany information and individual Case values are separate; review the intended downstream behavior.A customer’s knowledge access changedCheck Company-derived Customer roles and the Contact’s own roles against article/portal rules. Related configuration Customers → Manage contacts and customer portal accessCustomers → Configure company and contact field policiesCustomers → Configure company statesCustomers → Configure company typesCustomers → Configure customer support levelsCustomers → Configure customer rolesIntegrations → Configure HunterIO customer enrichmentManage companies and contacts with the full support relationship in viewManage contacts and customer portal access Was this article helpful? Yes No Thank you for your feedback.