Migration Guide | Managing Support Portal Access

Last updated: July 14, 2026

Purpose

This guide explains how to manage user access within the organization support portal. Use this document to find existing contacts, add new organization team members, assign portal roles, and remove access.

Find existing contacts

Before you add a new user, check if they already have an account.

Log in to the support portal using your administrator credentials.
Go to the tabs in the top left.
Select Members.
Use the search bar at the top of the list to find a user by name or email address.

Note: You can sort the contact list by selecting column headers such as Name, Role, or Status.

Add a new contact

To grant portal access to a new employee or organization team member, follow the sequential steps below.

Go to the Contacts page.
Select Add Contact in the top right corner of the screen.
Enter the first and last name.
Enter the business email address.
Assign a portal role.

Understand and assign portal roles

You must assign a portal role before saving a new contact or updating an existing contact. This role determines the security level and visibility settings of the user.

Role	Permissions & Access Level
Member	Can submit new support tickets and view or update only the tickets they personally created.
Administrator	Has full access. Can view all tickets across the entire organization., add or remove contacts, and change user roles.
No Access	No access to the portal and cannot view or submit tickets.

Go to the Role dropdown menu at the bottom of the contact form.
Select the appropriate role based on the table above.
Select Save.

Note: The new user receives an automated email inviting them to set up their password and log in.

Remove a contact

Revoke portal access immediately when an organization team member leaves your company or no longer requires portal access.

Find the user in the Contacts list.
Select the Check box next to their name.
Select No Access.

Note: The no access role blocks login access immediately. The organization retains full access to historical support tickets submitted by the deactivated user.

Technical support

If you experience issues managing organization access or need to transfer primary administrator rights, open a priority ticket with the support team or select the Help widget in the bottom corner of your screen.