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Connector Improvement: Allow connector to be managed by a team (or more than one person)

Ignacio Castillejos User

Curren state: ONLY The person who created the connector gets notified of issues/outages. 

When there is an issue, the proactive Zendesk ticket is created and sent ONLY to the person who created the connector by adding them as the requestor of the ticket. Unfortunately if the person is not able to access their email to add/cc users to the ticket (Fivetran managers in our company) there is no way for other users to allow Fivetran Support to help, even if the owning team is made aware of an issue via monitors or status pages.  

Future state: The team of Connector Admins get notified and is able to manage the support ticket.

When the ticket is created then it can be managed by a team and/or group of people so anybody can cc people on it. This will allow us to have a more redundant support process by not relying on a single person to manage an issue.

Other questions for scenarios we haven't run into:

- What happens if the person who created the connector leaves the company?

- How does connector ownership transition to their team or org?

Thanks,

Ignacio Castillejos

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Comments

4 comments

Date Votes
  • Official comment
    Meera User

    Hi Ignacio,

    Thank you so much for raising this request. We do have it on our roadmap to address access to support tickets for Connector Administrators. We will share updates on the feature's progress.

    To address your questions, if a user who creates the connector leaves the organization, support tickets automatically route to the connector administrator, destination administrator or account administrator on the account. Connector ownership, if the connector admin leaves, is also transitioned to the destination administrator or the account administrator (if the destination admin leaves).

    Please let us know if you have any further questions. We look forward to working with you.

    Meera

  • Ignacio Castillejos User

    Hi Meera,

    Thanks for the info and insights into how things work. Is there a way I can see who are the people assigned to these roles for my connector?

    - Connector administrator

    - Destination administrator 

    - Account administrator

    Thank you!

  • Meera User

    Hi Ignacio,

    The two easiest ways to view this information would be:

    • Fivetran Platform Connector: The connector has tables to easily query users and their associated roles. Please let us know if you need any help querying and creating a view of this table!
    • Fivetran UI: The users page in the Destination will display all users with access to the Destination along with their role. The users page at the Account Level can be sorted by role as well. 

    Please do reach out if you have any questions!

    Meera

     

  • Marc Shiker User

    I just experienced this issue. Please implement a fix.