Assigning Permissions for Customers/Company Functionality

Select Customers on the Permissions tab in the Roles screen to allow or disallow access to customer functions such as creating, viewing, updating fields, and changing mySupport access. Company permissions are tied to these settings; if a support representative has permission to delete a Customer Profile record, he/she also has permission to delete a Company record.

Reader

Click the Reader checkbox or select View to allow the support representative to view any Customer Profile or Company record. If this option is not selected, all views of Customer Profile and Company records will not be included on the Desktop, and the View Customer Profile and View Company Profile options will not be included in the Incident screen.

Author

Click the Author checkbox to select all Author permissions, or select one or all of the following.

Select Create New to allow the support representative to create Customer Profile and Company records. If this option is not selected, the Create Customer and Create Company options will not be included on the iSupport Desktop. The Create Customer option will not be included on the New menu in the Incident screen, and only basic customer information can be entered for a new customer or company in the Select Customer dialog.
Select Create New from Change to allow the support representative to create Customer Profile and Company records only from the Change screen.
Select Create New from Incident to allow support representatives in the group to create Customer Profile and Company records only from the Incident screen.

If the Create New, Create New from Change, and Create New from Incident options are not selected, the Create Customer and Create Company options will not be included on the Desktop. The Create Customer option will not be included on the New menu in the Incident and Change screens, and only basic customer information can be entered for a new customer or company in the Select Customer dialog.

Editor

Click the Editor checkbox to select all Editor permissions, or select one or more of the following.

Note: the View permission is required in order to select any of these permissions. If a support representative has the Author | Create New permission but no Editor | Edit permission, the Save and Close Window menu option and icon will not be available after a Customer Profile or Company Record is initially saved.

Edit: Select to allow the support representative to update Customer Profile and Company records.
Change mySupport Password: Select to allow the support representative to update the mySupport Password field in Customer Profile records. If this option is not selected, the mySupport Password field in Customer Profile records will be disabled for the support representative.
Change mySupport Access: Select to allow the support representative to update the mySupport Access field in Customer Profile records. If this option is not selected, the mySupport Access field in Customer Profile records will be disabled for the support representative.
Unlock mySupport Access: Support rep locks (configured in the Customer Security screen) prevent a customer from logging in until a support representative unlocks their customer profile. Select this permission to enable the support representative to set the failed login attempt count to zero by clicking the Unlock link that appears in the banner in the Customer Profile screen when a profile is locked, or by selecting the Unlock Access option on the Actions menu in the Locked Customers view.
Change Unsubscribe Status: Select to allow the support representative to change the status in the Unsubscribe Status field in the Customer Profile screen and if the customer has an unsubscribed status the prompt “Customer has unsubscribed from correspondence. Click Continue to proceed.” will appear when a correspondence is initiated, and the Include Unsubscribe Text option will be included in the Correspondence screen. If this option is not selected, the Correspondence menu option will be disabled in the Customer Profile and Opportunity screens and the support representative will not be able to send correspondence via the Desktop to a customer with an Unsubscribed status.
Merge: Select to display the Merge icon on the support representative’s Desktop company and customer views for using the Customer/Company Merge feature.
Delete: Select to allow the support representative to delete Customer Profile and Company records. If this option is not selected, the Delete option will not be included in the Customer Profile and Company screen.