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Companies are your MSP customers. Contacts are the individuals inside those companies. Together, they’re the foundation of every Ticket, Asset, Invoice, and portal interaction in the PSA.

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What it does

  • Company management — Create customers manually or bulk-import from Microsoft 365 tenants
  • Contact management — Add portal contacts per company; send invites and password resets
  • Automatic syncing — Microsoft Entra ID integration pulls users and devices in the background
  • Portal access — Contacts can submit and track tickets via the Portal
  • Relationship tracking — Ticket and asset counts per company and contact, surfaced inline

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How to add a company

1

Open the Companies page

In the PSA module sidebar, click Companies.
2

Click Add Company

Enter the company name, phone, address, and website. Click Create.
3

(Optional) Import from Microsoft 365

Click Import from Microsoft 365. Provide the company name and tenant details. You’ll be redirected to grant admin consent; sign in as a Microsoft 365 admin. Users and devices sync automatically in the background.
After a company is created, the detail page has a Sync With M365 button that re-runs the per-company Entra sync on demand. Use it to pull a fresh snapshot of users + devices for that one customer without waiting for the next scheduled cycle. See Microsoft Entra ID.

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Archiving and deleting companies

Removing a customer is a two-stage process designed to make accidental data loss nearly impossible. Stage 1 (Archive) is reversible; Stage 2 (Permanent delete) is irreversible and intentionally gated.

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Stage 1 — Archive (reversible)

Archiving hides a company from operational views while preserving every record tied to it. Tickets, assets, invoices, contacts, password-vault entries, and history all stay in the database. The QuickBooks Customer is flipped to Active=false (recoverable on restore).
1

Open the company detail page

In the PSA sidebar, click Companies and select the company you want to archive.
2

Scroll to the Danger zone and click Archive company

Provide an optional reason (captured in the audit log and visible in the Archive view).
3

Confirm

The company is hidden from the default list, search results, integration sync candidates, and every picker dropdown (new ticket / invoice / project / password / contact). It returns to view under Show archived at the top of the Companies list.
While archived, the company is blocked from receiving new resources:
  • New tickets, invoices, projects, contacts, SLA policies, password entries / folders, notification subscriptions, asset reassignments
  • QuickBooks Customer sync (re-sync would reactivate the QB row)
  • Microsoft 365 / Entra sync
  • Promotion to a Compliance tenant
  • Customer portal login (both password and SSO paths return “Portal access is paused”)
Restore is symmetric: from the Archive view, click Restore on any archived row to clear the archive state and reactivate the QB Customer link.
Archive requires Admin, MSP Admin, or Compliance Admin. The action is idempotent — clicking Archive on an already-archived company is a no-op.

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Stage 2 — Permanent delete (irreversible)

Permanent deletion physically removes the company row and most of its dependencies. Only Super Admin can perform this action, and only on a company that has already been archived. Before permanent delete is allowed, the system blocks the action when any of these are true:
  • The company is not yet archived (Stage 1 must complete first)
  • One or more invoices for this company still have an outstanding balance
  • The company has been promoted to a Compliance tenant (the linked Organization must be archived first to preserve the promotion audit trail)
The confirmation modal shows the full impact:
  • Records that will become unassigned (kept in the DB but lose their company link): tickets, assets, contacts, invoices, KB articles, KB folders, quotes, projects, password folders, password entries
  • Records that will be permanently deleted (cascade): per-customer SLA policies
  • QuickBooks Customer is set to Active=false (best-effort soft-delete)
To complete the deletion, the Super Admin must type the exact company name into the confirmation field — the Submit button stays disabled until the typed value matches the row’s name exactly (case-sensitive). The server re-validates the match inside the same transaction as the delete, so there is no race window.
Permanent delete cannot be undone. Neon database snapshots provide a ~24-hour recovery window for catastrophic mistakes; after that, the row is gone. Use Archive for any case where there is even a 1% chance you might want the customer back.
If you have hundreds of stale customers to clear, archive them first. The Archive view supports per-row restore and per-row permanent delete; there is no batch permanent-delete by design.

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How to manage contacts

1

Open the Contacts page

In the PSA module sidebar, click Contacts.
2

Add a new contact

Click Add Contact. Enter name, email, phone (optional), and assign a company. Optionally send a welcome email with a portal setup link.
3

Bulk import contacts

Click Template to download a CSV; fill in name, email, phone, and company. Click Import CSV and upload. Duplicates are skipped; errors are reported per row.
4

Send invite or reset password

For each contact, Send Invite (if pending setup) sends the welcome email. Reset Password (if active) sends a password-reset link.

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Organization & relationships

Companies appear as collapsible groups on the Contacts list. Contacts without a company are shown in a separate “No Company Assigned” section. Each contact shows:
  • Status badges — Active or Inactive
  • Pending Setup flag — shown if invited but hasn’t set a password
  • Ticket & asset counts — how many tickets and assets are linked
  • Company link — click to view all contacts in that company
When a contact is inactive, Send Invite and Reset Password are hidden. Companies show total contacts, tickets, and asset counts on the main Companies page.

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Microsoft 365 integration

The Import from Microsoft 365 flow requires admin consent. Once granted:
  • All users in the tenant are synced as contacts
  • Devices (computers, mobile) are synced as Assets
  • Syncs run in the background; new users and devices appear automatically
  • One sync per import request; not a live monitor
See Microsoft Entra ID for full integration details.

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Frequently asked questions

No. Each contact belongs to zero or one company. If a person works across multiple clients, create separate contact records for each.
The system fetches all users and devices from the tenant and creates or updates contacts and assets. Existing contacts are not modified unless their Microsoft 365 record changed.
Yes. Toggle the contact to Inactive. They lose portal access immediately, but their historical data remains.
Currently one at a time via the detail page. If you need bulk operations, contact support.
See Archiving and deleting companies above. Archive (reversible) is the right action 99% of the time. Permanent delete is Super Admin only and requires the company to be archived first.
Nothing — they’re preserved exactly as-is. The company is just hidden from operational views (pickers, search, dashboards). Restoring the company brings everything back unchanged.