This article addresses common billing questions including how Users are classified as Internal or External in your Portal when you are using the Blended Billing Model. If you are interested in the Blended Billing Model, please reach out to your customer success representative or our support team.

How to View Internal vs External Users

To see which Users are classified as Internal or External, follow these steps:

1. Access the Admin Experience.
2. Open the Users menu from the left hand side and select the Departments Report.
   
3. Click the Display Columns button and add the Billing Type column.
   
4. Click the Add Filter button and select the value based on the Billing Type you want to review.
   
5. The filtered Departments will appear. Apply further Filters or export the Report as required.
   

Following the steps above will show you exactly which Users are being counted as Internal versus External for billing purposes. The Department a User is in is the only determination of if that User is considered Internal or External.

How User Classification Works

User classification is determined by the Department they are assigned to, not by their email domain or how they were enrolled. If you are using the Blended Billing Model, each Department in your Portal is configured as either Internal or External, and Users inherit this classification from their assigned Department.

A User with a different email domain (like contractors with @gmail.com addresses) can still be classified as Internal if they're in an Internal Department.

Users added via Enrollment Keys, self-registration, or other methods are not automatically External. The Department the User is assigned to following the enrollment is what determines their classification.

Making Changes to User Classifications

You cannot directly change a User's Internal/External status in the Admin Experience. This classification is controlled at the Department level if you are using the Blended Billing Model.

To request changes, contact our support team with details about which Users or Departments need to be reclassified. Our support team can assist with moving Users to different Departments, adjusting Department classifications, or making bulk changes for multiple Users.

Need Additional Help?

If you need assistance with User classifications or have questions about your specific billing setup, please contact our support team.

When reaching out, include specific Usernames or Departments you have questions about, screenshots from your Departments Report, and details about what changes you'd like to make. Our Customer Success Managers are also available to discuss billing optimization and User management best practices.