Help centre / Desk / Day to day
Match an unmatched document to a person
When we can’t tell who signed a document, it waits in Unmatched until someone says who it is. Once you do, the signature is checked against that person’s file.
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Open Unmatched
In your queue, choose Unmatched. You can also press Who is this? beside a document on Home, or Match it under Recently added on the Add documents page.
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Look at the document
Pick a document on the left. The page shows the document itself, its file name and, if it came by email, who sent it.
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Choose who signed it
Under Who signed this?, look at the suggestions under Could be and press Choose beside the right person. If they aren’t suggested, search by name, reference or email and press Choose.
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Add someone new if you need to
If they aren’t in Desk yet, press Add a new person, fill in their Full name and Your reference, then press Add person. You’ll come back to Unmatched with the document matched.
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Set aside anything that isn’t signed
If the file isn’t a signed document at all, such as a covering letter, press It isn't a signed document and it leaves the list.
Getting fewer unmatched documents
Put the person’s reference in each file name, or ask clients to put it in the email subject, and we’ll match most documents without your help. An admin can also turn on Suggest who a document is for under Settings, then Queue rules, and you always confirm before anything is checked.
If something goes wrong
The person you want isn’t in the list. Use Search everyone to look beyond the first names shown. If they still aren’t there, press Add a new person.
Still stuck? Write to [email protected] and we'll get back to you.