Customer Enabled Support Admin

The Customer Enabled Support Admin feature allows you to optionally provide Support representatives with limited access to your Collaboration platform for troubleshooting purposes. This will make providing technical support 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, such as updated configurations, etc.

• Support Representative accounts are 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

1. Click Administration > Security > Customer Enabled Support Admin to display the Customer Enabled Support Admin screen shown below.

2. Select the Customer Enabled Support Admin option to enable Customer Enabled Support Admin access. This will allow the Customer Enabled Support Admin to perform support-related tasks.

3. Click Save. A confirmation message is displayed.

4. 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.

• The Support Representative will have limited-access permission (i.e., write permissions) 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.