You can now manage your Authorized Support Contacts in the Admin Console!

[TaylorPasley]

Exciting news! Once your account has been migrated to the Adobe Admin Console, you can now manage your Authorized Support Contacts in the Admin Console! Skip the wait on phone or email support and manage things right from your Admin Console (AC). Authorized Support Contacts (or Support Administrators in AC) are non-administrative roles that have access to support-related information, such as customer-reported issue reports. These users can also submit support cases via Experience League. 

Note: Once on AC, the support team can no longer manage this for you and action must be taken within your AC. If you haven't been migrated to AC yet, please contact your Account Executive. Please also note that you must be a System Administrator role within the Admin Console to mange this.

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So how does this work? Below I've posted the steps along with some pictures. But we've also got an AC help article you can reference right here.  

1. Open your Admin Console - https://adminconsole.adobe.com/
   1. If needed, select the correct organization
2. Click on Users at the top of the page
3. Search for the user you want to add/edit
4. Click on the user's name to see their profile
5. On the user's page, scroll down to 'Administrative rights'
6. Click the 3-dot menu and select edit
7. Scroll down to 'Support administrators' and set the toggle to on/off
8. Save the user

[nryan2]

A couple of questions:

I am a system admin for Workfront and the "Support administrators" on/off toggle is greyed out and I'm not able to edit it, why is that?

Is there a way to see a list of our current Support Administrators for Workfront in the Admin Console?

Are the Support administrators assigned to a specific product (in the past, we could have 4 support administrators just for Workfront, has that changed?)

Regards, Nancy

[-JC]

Similar-ish to @nryan2, except I don't have the option for "Support administrator" at all, only "Product profile administrator". I also don't see "Support administrator" on my own profile, yet I am still able to open tickets as expected. Why is this?

[TaylorPasley]

Sorry I left this out of the original post (I'll update it). You must have the role 'System Administrator' in the Admin Console in order to update this setting. For both @nryan2  & @-JC  if you look at your own profile in the AC are you listed as a System Administrator?

 

The Support Admins are able to enter support tickets for any of the products in that admin console. There's more info on that here. 
Anyone who was able to enter support tickets before the migration should still have that ability which should be why you can still create tickets @-JC 

[ChloeWY]

@TaylorPasley , my IT department administers the Admin Console.  I'm only the admin for Workfront, but I'm THE admin for Workfront.  I'm concerned about this becoming the only way to change authorized support contacts.  This seems like a change that will just slow things down.

[-JC]

I agree. I will say it's not a huge deal for my org personally, but it's just an unnecessary complication. It's strange that I can add brand new users to Workfront with full system administration privileges, but I can't set them up to be able to contact Support. Feels more like "You must now manage your Authorized Support Contacts in the Admin Console!".

[nryan2]

Same here. Our IT dept. administers the Admin Console, but I am the admin for Workfront. This change makes it more difficult to manage who can submit tickets for Workfront and unnecessarily complicated to change authorized support contacts.