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Other: Allow Account Analysts to Contact Support

Answered
Jasmyn Mudrich User

My analysts aren't able to contact support. They're building connections and should have access to support resources and not have to go through admin.

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2 comments

Date Votes
  • Official comment
    Alison Fivetranner

    Hi Jasmyn,

    Could you clarify the specific problem that your analysts encounter that needed direct support?

    The analyst role was designed with an assumption that people in these roles would be focused on using the data rather than setting up connectors and managing them. Can you share more about the specific situations you have encountered where your analysts would have benefited from direct support? Understanding your particular workflow and these situations will help us evaluate possible solutions.

    Any additional details you can provide about your requirements or challenges would be helpful.

    Thanks,
    Alison

  • Jasmyn Mudrich User

    Hi Alison,

    Your Account Analyst role description actually says they can create, edit, etc. connections, so that's how we're using the role:

    "Can view the list of destinations and users in the account. Can view destinations and manage transformations. Can create, view, edit, and delete connections. Cannot edit account information. Cannot create, edit, or delete destinations."

    I would expect someone who is creating and editing connections should be able to access support resources to support them in doing so. I don't want these team members to have overall account management access (like billing, user access, etc.), which seems to be required for support access.

    Best,

    Jasmyn