Manage customers

Last updated September 25th, 2024

The Customers page on the Knox MSP Portal lists every customer you’re managing services for, the type of services you’re managing, and the total device count and management type per customer.

Add customers

As an MSP admin, you can add existing Knox customers, or create Knox accounts on behalf of a brand new customer. To add or create a Knox customer, go to the Customers page then click ADD CUSTOMER.

Existing Knox customers

If you’re adding an existing Knox customer to the Knox MSP portal:

Enter their Knox Customer ID in the existing customer field, then click LOOK UP. If the customer ID is valid, you’ll see their customer information in the field.
Click REQUEST TO ADD, then in the next window, select the customer management type (Fully or Jointly) and the Knox services that you want to manage.
Click CONFIRM to send an email to the customer’s administrator asking for permission to manage their services.

New Knox customers

If you want add create a new customer altogether:

Fill out the fields in the Add customer area.
Select the customer management type (Fully or Jointly), as well as the Knox services you want to manage.
Click ADD CUSTOMER

About customer types

When adding customers to the Knox MSP Portal, you can define them as either Fully or Jointly managed customer types.

Fully managed customers — The MSP admin manages the customer’s data and services entirely. The customer does not have access to any Knox services, and any existing Knox customer added to the Knox MSP Portal and converted to Fully-managed types will no longer be able to log in. All fully-managed customers can be converted to jointly-managed customers.
Jointly managed customers — The customer has full access to their Knox services portals and can manage their devices and services along with the MSP admin. If you’re adding an existing Knox customer, they will have to approve your request. If you’re creating a new jointly-managed customer, they will get an email inviting them to sign up for a Samsung Knox account. A jointly managed customer can’t be changed to a fully managed customer.

View customer details

Once customers are added to the Knox MSP Portal, you can view their customer’s details by clicking their name in the Customers table. The customer details side panel displays the available services you have access to, the customer ID, management type and more.

You can click any link under Services to launch that customer’s service console. Alternatively, you can also click any link in the SERVICE/STATUS column of the page to launch the customer’s service console.

Once you’re on the customer’s console, click the Return to MSP Portal link to go back to the page you were previously viewing in the MSP portal.

Edit customer details

To make changes to a customer’s details, do the following:

click the customer’s name and click MANAGE ACCOUNT in the bottom right corner of the customer details side panel.
On the next page, you can change your customer’s company name, address, phone number, and website details. If your customer is a fully-managed type, here is where you can also convert them to a jointly-managed type. You cannot convert a jointly-managed to a fully-managed customer.

If you want to remove a managed service from a customer’s account, you can either delink the customer and add them again or submit a support ticket.
Once you’re done making your changes, click SAVE to return to the Customers page.

Delink a customer

On the MANAGE CUSTOMER ACCOUNT page, you also have the option to request a customer Delink. Once a delink request is accepted by the customer, you can no longer manage their services or access their console.

You can only delink jointly-managed customers.

For the delink request to complete, the customer must also agree to the request. Until they accept the request, you’ll continue to manage the account on their behalf. You can also resend the request if the customer doesn’t take action.

To initiate the delink request:

Edit a customer’s details.
On the MANAGE CUSTOMER ACCOUNT page, click the DELINK button under Delink customer account, then click CONFIRM. You’ll return to the Customers page.
Click the customer’s name once again to confirm that the delink request went through. If the request was made, the customer’s status changes from Active to Delink request by MSP in the side panel, and the customer gets a delink request email.
You can remind the customer to approve the Delink request by editing the customer’s details once again, then on the MANAGE CUSTOMER ACCOUNT page, click RESEND EMAIL.
If the customer hasn’t accepted the request, you’ll continue to manage the customer’s services as usual. If the customer rejects the Delink request, then the MSP is informed and the status changes back to Active.
If the customer accepts the Delink request, an email is sent to both parties. The MSP can no longer access the customer’s services, and the customer’s super-admin gets full access. Any sub-admins keep their existing roles, and all licenses purchased by the MSP on behalf of the customer can continue to be used by the delinked customer.

Customer initiated Delink requests

Managed customers who have super admin access can also trigger delink requests from their Knox Admin Portal. Once a delink is requested, you’ll receive a notification to accept or reject the request from the customer.