The Customers tab is where you can see all the relevant information for your customers.

From here you can see and manage the primary contact, subscription, inventory and users for the customer account. Support staff can impersonate customers to get access to their portals.

Customers and primary contacts

To view customers and edit primary contacts in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit.
Click Edit to update the primary contact details
Click Impersonate to impersonate the customer

Manage Inventory

Inventory represents the purchased items for the customers, including devices and licenses across all subscriptions and add-ons. Inventory needs to be allocated to a site to activate - this is typically done automatically when processing customer orders, and it can be done here manually when required.

To view and manage inventory in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, you'll see inventory items for all the sites for that customer
1. Search inventory items by Type/Serial Number/status
2. Reload inventory
3. Change the site's selections (all or selected sites)
Select Inventory item(s) using the check box

Inventory Actions

Allocate to an existing site

To allocate inventory items to an existing site in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, select unallocated Inventory item(s) using the check box
Click Actions button
Select Allocate from the dropdown list
Pick the existing site from the dropdown list in the site allocation section.
Click Allocate

Allocate to a new site

To allocate inventory items to a new site in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, select unallocated Inventory item(s) using the check box
Click Actions button
Select Allocate from the dropdown list
Scroll down to the New site section
1. Enter the site name for the new site
2. Enter the Address for the new site
Click Allocate

Unallocate from a site

To unallocate inventory items from a site in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, select allocated Inventory item(s) using the check box
Click Actions button
Select Unallocate from the dropdown list
Click Yes to confirm Unallocation

Replace device (RMA)

There are two different flows for replacing the device - depending on whether the device has already been replaced in the Meraki portal or not.

In summary, if the device has already been replaced in Meraki, then only Encapto MSPs records need to be updated. If it has not, then in this alternative flow, Encapto MSP will update Meraki to have the new serials.

In both scenarios, the flow starts with:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription.
In the Inventory tab, select a single device to replace using the check box. (To replace multiple devices, you will need to replace each one individually).
Click Actions button
Select Replace device from the dropdown list
Select the Contact person
Type the Reason. If the vendor (Meraki) supplied you with a RMA code, it should be placed here.

Now there is an option to indicate whether the device has already been replaced in Meraki via the 'The device has already been replaced in Meraki' checkbox.

Checking the checkbox, meaning the device has been replaced in Meraki, Encapto MSP will:

- Raise a replacement order, and mark the device as 'replacing device'.

- In the order screen, the replacement order will be there, asking for a replacement serial.

- Encapto MSP will verify the serial number in the customers Meraki organisation and update its own records to reflect that.

Alternatively, leaving the checkbox unchecked, meaning it has not been updated in Meraki, Encapto MSP will:

- Raise a replacement order, and mark the device as 'replacing device'. At this stage, the device is still connected to the Meraki network and to the customer's portal

- In the order screen, the replacement order will be there, asking for a replacement serial.

- Once this has been entered, the next step is to optionally capture a shipping tracking number. You can enter 'N/A' if there isn't one.

- Send an email to the customer, with the tracking number, letting them know its on its way.

- Finally the last step is to swap the devices. Ideally this is done once the customer has received the replacement hardware. Click 'replace' to swap the device in both the Meraki portal and the customer's inventory and portal in Encapto MSP.

Manage Subscriptions

Subscriptions are created once customer orders for new products and addons have been purchased. They represent the contractual agreement with the customer where they have received services and agreed to pay an ongoing fee for a period of time.

Use the subscription management tab to view and manage customer subscriptions.

View Subscriptions

To view and manage subscriptions in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Subscriptions tab, you'll see all the subscriptions for that customer
Click Manage to view the subscription in details

Reduce Add-on Quantities

You can reduce the number of add-ons a customer has purchased - or cancel the add-on entirely (see cancel in the next section).

To reduce the quantity you will need first need to identify which serial numbers are associated with the ad-on and unallocate them. You can use the steps here from 1-8 to identify which inventory is associated with the add-on - and then follow the steps under 'Unallocate from a site' to unallocate that inventory.

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
Click Manage on the subscription that has the add-on
Click Manage Add-on - note that this opens the subscription and not the add-on. This is something that will soon be fixed.
Now you will see the add-ons of that subscription under the Add-ons tab.
Click Manage Add-on on the add-on you wish to change the quantity of.
Here you can see the list of inventory associate with the add-on. When you reduce the QTY, the corresponding number of unallocated inventory will be removed. If there is no unallocated inventory, you will first need to unallocate the required number of items. TIP: This can be done in a new browser window, simply copy the browser url and paste in a new window.
Update the Quantity field with the desired, reduced number of add-ons.
A Update button will appear next to the field, click to apply. This will create a cancellation to remove the required number of unallocated inventory from the customer. The order will complete by itself. Corresponding Meraki devices and licenses will be removed from the customer too.

Note that you can also increase the QTY here - this will increase the number of addons in that subscription- however we recommend creating a new subscription via the ‘Upgrades’ product for better tracking and logging, see this article for more information.

Cancel Subscriptions

Cancelling a subscription will cancel the associated services with the subscription. For Meraki services, this includes cancelling their Meraki organisation and moving their licenses to a predefined organisation bucket. Addon subscriptions will need to be cancelled before cancelling the subscription itself. Once the last addon subscription is cancelled, the subscription will automatically be cancelled too. If it's the last subscription for the customer, then the customer will be cancelled as well.

Subscriptions can only be cancelled if all the related inventory has been unallocated. This can be done in the inventory manager.

Cancel Subscriptions with a Single Addon

To cancel a subscription with a single addon in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, select allocated Inventory item(s) using the check box
Click Actions button
Select Unallocate from the dropdown list
Click Yes to confirm Unallocation
Navigate to the Subscriptions tab
Click Manage
1. Click Manage Addon
2. Click Cancel Addon Subscription to cancel the subscription.
3. Click Yes to confirm cancellation
4. Click Close to close the confirmation window
5. Navigate to the Orders tab to see the progress of the cancellation in the order queue
6. Once the queue is moved to Completed, the customer/company will be removed from the list in the Customers tab.
  
  💡 Note: First unallocate all inventory items before cancelling the subscription.

Cancel Subscriptions with Multiple Addons

To cancel a subscription with multiple addons in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, select allocated Inventory item(s) using the check box
Click Actions button
Select Unallocate from the dropdown list
Click Yes to confirm Unallocation
Navigate to the Subscriptions tab
Click Manage
1. Click Manage Addon
2. Again Click Manage Addon
3. Click Cancel Addon Subscription to cancel the subscription.
4. Click Yes to confirm cancellation
5. Click Close to close the confirmation window
6. Navigate to the Orders tab to see the progress of the cancellation in the order queue
7. Once the queue is moved to Completed, navigate back to the Customers tab.
8. Expand the relevant Customer
9. Click Manage in the Subscriptions tab
10. Click Manage Addon
11. Click Cancel Addon Subscription to cancel the subscription.
12. Click Yes to confirm cancellation
13. Click Close to close the confirmation window
14. Navigate to the Orders tab to see the progress of the cancellation in the order queue
15. Once the queue is moved to Completed, the customer/company will be removed from the list in the Customers tab.
  
  💡 Note: First unallocate all inventory items before cancelling the subscription.

Cancel Subscriptions with no Addons

To cancel subscriptions with no addons in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to view/edit subscription
In the Inventory tab, select allocated Inventory item(s) using the check box
Click Actions button
Select Unallocate from the dropdown list
Click Yes to confirm Unallocation
Navigate to the Subscriptions tab
Click Manage
Click Cancel Subscription to cancel the subscription.
Click Yes to confirm
Click Close to close the confirmation window
Navigate to the Orders tab to see the progress of the cancellation in the order queue
Once the queue is moved to Completed, the customer/company will be removed from the list in the Customers tab.

💡 Note: First unallocate all inventory items before cancelling the subscription.

Manage users and user permission

To manage users and user permission in Encapto MSP:

Log on to your Encapto MSP account.
Navigate to Customers
Expand the customer you would like to manage users and user permission
Navigate to the Users tab
Toggle the switch to Enable/Disable users
Click Impersonate to impersonate the user
Click Manage permission to change the permission for the user.
1. Toggle the switch to enable/disable Admin permission
1. Toggle the switch to enable/disable Meraki permission
1. Toggle the switch to enable/disable Orders permission
1. Toggle the switch to enable/disable Users permission

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