Help center Core configuration Customers & support levels Manage companies and customer organization details Updated Monday, October 26, 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 edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Customers → Companies.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. 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 Create a test company with its verified name and support level.Add a bare domain such as example.com only when it belongs to that organization.Assign the responsible managers and fill required custom fields.Save and inspect a related contact and the resulting company context. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. 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 enrichment Was this article helpful? Yes No Thank you for your feedback.