The Customer Enabled Support Admin feature allows you to optionally provide Support Representatives with limited access to your ATIPXpress platform for troubleshooting purposes. This will provide customers with technical support that is seamless, faster, and more efficient.
NOTE: This feature is only available for SaaS users with version 26.1.3.0 and up. It is entirely optional and disabled by default.
Key Details about Customer Enabled Support Admin
Any of the areas that the Support Representatives can access will not contain Personally Identifiable Information (PII) or other sensitive data.
Support Representatives cannot take direct action on your data.
Support Representatives are required to use SSO to sign in.
All actions taken by Support Representatives are fully logged for complete transparency. Logging will include the name of the Support Representative and any actions they performed.
Support Representative accounts not counted against the user licenses.
Support Representatives will be assigned to the Support Admin role. This role has limitations, restricting assigning higher-level permissions. This role is not available to be assigned from User Management.
Support Representatives will not be displayed for ability to assign requests, assign to action offices, assign to any groups, or any other role which would give them higher-level access. This prevents any accidental assignment of such permissions.
You have the flexibility to enable or disable this feature as you please. For example, you may enable the feature and add a Support Representative account to address an ongoing issue you require support with and then disable the feature once the issue is resolved, thereby, revoking the Support Representative’s access.
Steps to Enable Customer Enabled Support Admin
Click Administration > Security > Customer Enabled Support Admin to display the Customer Enabled Support Admin screen shown below.
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Select the Enable Support Admin checkbox to enable Customer Enabled Support Admin access. This will allow the Customer Enabled Support Admin to perform support-related tasks.
Click Save. A confirmation message displays.
Click Save.
Additionally, please raise a ticket with the Casepoint Support Team requesting them to add the support user(s) that will leverage the Support Admin functionality once enabled. The steps are not sequential but important that both are performed.
Key Considerations
Only an Admin can enable the feature.
The Support Representative will have read-only permission to the modules/sub-modules listed below.
Module | Sub Module |
System Configuration | Billing Configuration |
Correspondence Configuration | |
Correspondence Templates | |
Document Management Configuration | |
Error Message | |
Fiscal Year | |
New User Notifications | |
PAL Configuration | |
Reports Configuration | |
Request Configuration | |
Request Notifications | |
Technical Support | |
System Administration | ATIPXpress Sync Configuration |
Export/Purge Audits | |
Fields Translations | |
Export/Import Roles & Permissions | |
Localization | |
Request for Documents Records Provider Settings | |
System Jobs | |
System to System Configuration | |
Dashboard | Dashboard Configuration |
| Complaint Sub Types |
Consultation Review Statuses | |
Correspondence Template Insert Fields | |
Countries | |
Delivery Modes | |
Document Review Flags | |
Document Review Statuses | |
Extensions | |
Find and Redact Patterns | |
Full-text Reserved Words | |
Holidays | |
Interest Rates | |
Job Levels | |
List Options | |
Notes & Reminders/Tasks | |
Other Subjects - Receive Correspondence | |
Payment Modes | |
Priority Codes | |
Received Modes | |
Request for Documents Action Statuses | |
Requester Deactivate Reasons | |
Requester Prefixes | |
Requester Suffixes | |
Review Statuses | |
Stamp/Watermark | |
Standard Annotations | |
Standard Review Layers | |
States | |
Sub Requests | |
Work Hour Activities | |
Corrections | |
Dispositions | |
Method of Access | |
Request Management | Consultation Types |
Fee Structure | |
Mass Assignment | |
Merge Requester History | |
Request Custom Fields | |
Request Type Roles | |
Request Types | |
Requester Categories | |
Requester Custom Fields | |
Document Management | AI Redaction Templates |
AI Trainers | |
Casepoint Connector Settings | |
Declassifications | |
Document Custom Fields | |
File Cabinet Drawer Roles | |
File Cabinet Drawers | |
Media Redaction Settings | |
PAL Reading Room - File Cabinets | |
PAL Reading Room Custom Fields | |
Redaction Codes | |
Redaction Exclude List | |
Redaction Knowledge Base | |
Relativity Connector Settings | |
SharePoint Connector Settings | |
Retention Module | Mark for Action |
Apply Retention Action | |
Retention Management Actions Report | |
Retention Policies | |
Jobs | Failed OCR Jobs |
Failed Correspondence OCR Jobs | |
Electronic Document Review (EDR) | EDR Requests |
EDR Delete Physical Data Source Files | |
Workflows | Workflow |
Request Type - Workflow Mapping | |
Workflow Notifications | |
Features and Licenses | Features and Licenses |
Application Features | |
Security | Allowed Upload File Formats |
Audit Configuration | |
Security Configuration | |
Access Token Manager | |
Organization Setup | Application Roles |
Enterprise | |
Users | |
User Group | |
Program Offices | |
Action Offices | |
Help | Error Log |
The Support Representative will have limited-access permission (i.e., write permission) to the modules/sub-modules listed below.
NOTE: The Action column below refers to the available actions in the interface. Save implies that the Support Representative can make changes to the modules/sub modules and then save those changes.
Module | Sub Module | Action |
System Configuration | General Configuration | Save |
System Administration | Global Address List Settings | Save |
Scheduler Configuration | Save | |
Remove Scheduler | ||
Restart Scheduler | ||
Add New Job | ||
Services Configuration | Save | |
System Settings | Save | |
AWS Comprehend Configuration | Save | |
ATIPXpress Sync Configuration | Configure | |
Features and Licenses | Upgrade Licenses | Save |
Electronic Document Review (EDR) | EDR Configuration | Save |
EDR Databases | Edit | |
Change Password | ||
Security | Sign On Mode | Save |
Collaboration Room | Collaboration Configuration | Save |
My Profile | Change Password | Save |
Preferences | General | Save |
Request | Save | |
Document | Save | |
Review Object | Save | |
Help | Error Log | Save log |
Log Details | Filter | |
Export to Excel | ||
About ATIPXpress | Export License | |
Email License |