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Configure account details and branding

Updated Monday, October 26, 2026 · Marc Staine

Account configuration keeps your organization’s identity, default community and application branding consistent. Use it to maintain the details people recognize when they work in Supportbench.

Applies to: Supportbench Core. Location: Settings → Account → Configuration / Style. 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

  1. Open Settings → Account → Configuration / Style.
  2. Review organization details and the selected community.
  3. Make any planned URL or branding changes and save the profile.
  4. Reopen the page, inspect the application header/menu and test the affected community link.

Settings reference

Organization and URLs

SettingWhat it controlsHow to choose
Name / Address / CityOrganization details, each up to 100 characters.Use your organization’s approved display and mailing details.
Country / StateCountry determines the available state or region control.Choose the country before entering the state.
Zip / Postal codePostal code, up to 10 characters.Use the mailing address’s postal format.
Agent URL aliasAccount alias, up to 25 characters; normalized and checked for uniqueness.Plan URL changes with your administrators and verify saved links.
Default CommunityThe account’s default customer community.Choose the intended active portal and review its access separately.
Community URLThe community article URL pattern; {id} represents the article identifier.Preserve the placeholder and test a representative article link.

Application branding

SettingWhat it controlsHow to choose
Logo / IconJPG, JPEG, PNG or GIF image; maximum 200,000 bytes each.Use a legible brand asset at the intended display size.
Header color / Menu colorHex colors in #RRGGBB format.Use colors with readable contrast against their text and icons.

Behavior to know

  • This form saves the account profile as a whole. Review other values before saving.
  • Choosing a default community does not override its sign-in, division or customer-role restrictions.

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

  1. Prepare a compact logo and icon using your approved brand colors.
  2. Upload the images, enter matching header/menu colors and save.
  3. Check readability in the application and verify that the default community still opens as expected.

Troubleshooting

ProblemWhat 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.
  • Self-Service → Configure a customer portal
  • Account → Configure account policies
  • Account → Enable and review feature modules

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