The Admin Console gives control over who at your organization has access to Trimble's support teams. This ensures you can control visibility into sensitive ticket information and add or remove this access as needed.
For information about your support access level, please contact your organization's administrator.
Note: This applies only to Trimble product users accessing the Support Center, Trimble's centralized support portal, for Support. If you contact Trimble's support teams through a different portal, these settings do not apply.
Three Levels of Support Access
Users' access to submit cases to support is determined by their Support Access permission level.
| Access Level | Access Capabilities | How assigned |
|---|---|---|
| No Access | Access free resources, such as Trimble Help and The Network; cannot submit or view support tickets. | By default to Product User and License Admin roles |
| My Tickets | Submit and view one's own support cases. | Manual assignment only; no default |
| All Tickets | Submit support cases and view all account case activity. | By default to Account Owner and Secondary Account Owner roles |
Note: You can assign any Support Access level to License Admins and Product Users to accommodate their specific responsibilities.
Permissions for Setting the Support Access Level
Account Owners, Secondary Account Owners, and License Admins can all set the Support Access level for a user.
| Role | Assignable Access Levels |
|---|---|
| Account Owner | All Tickets, My Tickets, No Access |
| Secondary Account Owner | |
| License Admin | Up to their assigned Support Access level. Example: a License Admin with Support Access Level of My Tickets can set other users' Support Access Level to My Tickets or No Access, but not to All Tickets. |
Set Support Access Level
Support Access levels are assigned at the moment you add the user.
These are all the ways you can add users.
- Add Users - add up to 20 users to the Admin Console without granting product licenses.
- Add Users in Bulk - add up to 500 users at a time without needing to know which licenses users will need.
- Assign Licenses to Users - assigning licenses is the most efficient way to add product users because it adds a user to your account, invites them to create their TID to sign in, and assigns the license in a single step.
- Assign Licenses in Bulk - same as assigning licenses, but for up to 500 users at a time.
When you add users by bulk methods, Support Access levels are assigned be default unless you specify otherwise in the CSV file.
- Product User or License Admin role: No Access.
- Account Owner or Secondary Account Owner: All Tickets.
Note: The Support Center links and Contact Us options in the Admin Console and My Products automatically hide or update based on a user's specific permissions.
Change Support Access Level
Admins can grant Support Access levels up to the level of their own access. To change a user's Support Access level:
- Select Users in the left pane.
- For the pertinent user, select More options
> Edit user. - In the Permissions section, select Edit.
- Choose the desired access level and then select Save.