Customer Roles

For CGM customers, the following roles are available:

Admin: A user with Admin role in the portal has access to all functions in the portal. That means, an Admin can:

• Create and change Contacts
• Create Admin Cases and Support Cases
• View all cases of the organization
• View all invoices of the organization

Super-Admin: Represents the main administrator of the customer account.

• Similar access as normal Admin role. Difference: No other user can remove the Super-Admin authorization/role (even if the other user has a Super-Admin role). 
• Can change the role from Admin to User.

User: A user with a User role in the portal can:

• Create Support Cases for him-/herself
• Has read access to the organization

Customer Support Manager:

• Similar layout as "User", but without restriction to see their own cases only
• View all cases of the organization
• Can be selected as Watcher

Support Admin:

• Based on the existing Customer Support Manager capabilities (can view all organization cases and act as a watcher)
• Is intended for team members who manage support operations but must not see invoices or use the Store
• Full read and write access in the "MY ORG" menu to manage organizational data and support-related settings
• Can onboard users and assign only the following roles:

  • Customer Support Manager

  • User
• Can view and interact with "Data Change Request" and "Contact Requests"
• Store menu and Invoices module are not accessible