Configure customer support levels

Updated Monday, October 26, 2026 · Marc Staine

Support levels identify the support tier assigned to companies and contacts. A clear default and priority order make tier selection consistent and give routing or SLA workflows a dependable classification.

Applies to: Supportbench Core. Location: Settings → Customers → Support levels. 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 Settings → Customers → Support levels.
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

Details and availability

Setting	What it controls	How to choose
Name	The support-tier label, up to 50 characters.	Use a recognizable service tier such as Standard or Premium.
Description	Administrative guidance, up to 250 characters.	Explain eligibility and how the tier is assigned.
Priority	An integer from 1 through 25; lower values sort first.	Choose an order consistent with your team’s tier model.
Display color	The visual indicator used when displaying the option.	Use a consistent palette and meaningful labels; color alone should not carry meaning.
Default Level	Used for companies or contacts without an assigned support level.	Set the normal baseline; do not make an exceptional tier the default accidentally.
Active	Makes the level available for selection.	Retain existing references when retiring an old tier.

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

Define a Standard support level and make it the baseline default if appropriate.
Create a Premium level with a clear eligibility description.
Assign the intended level and expiry on a test company or contact.
Review any workflows that use support level; the label itself does not create an SLA agreement.

Troubleshooting

Problem	What to check
The 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.

Customers → Manage companies and customer organization details
Customers → Manage contacts and customer portal access
Configuration → Configure workflows and automation

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