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The Knowledgebase

How to Add/Remove/Update a Support Contact

The Terra Dotta Help Center offers clients who've been set up as Support contact access to Live Chat assistance, and Support Ticket (Open a Ticket) assistance.

This article covers the following topics related to updating (i.e. add or edit) a Terra Dotta Support Contact:

What is a Support Contact?

A Terra Dotta Support Contact is any Terra Dotta client who has been granted access to open tickets or live chat within Terra Dotta's Help Center. A functional office's Primary Admin should be the individual submitting an update request to add, edit, or remove staff members. The Primary Admin is typically the person in the office who has the most daily, functional use of Terra Dotta software and who best understands the institution's use of Terra Dotta. 

Need guidance on opening support tickets and live chats? See Opening Support Tickets & Live Chats 

 

How to Update a Support Contact

 Follow these steps to submit a request to update a Support Contact in the Terra Dotta Support Portal:

1) Navigate to http://support.terradotta.com/and log in in the top right corner:


You will be taken to the login modal, where you can enter your login credentials:

 

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2) Once logged into the Support Portal, click on the "Submit a Request" tab located in the middle of the main Support Portal page.
 
 
 
 
3) On the Open a Ticket page take the following actions:
3.1 Add the emails of additional individuals you would like included as a CC on this request in field 1.
3.2 Set the Subject to "Add New Support Contact"
3.3 Provide your Site URL in the Site URL field. 
3.4 Select "Request a task" from the What can we help you with? drop down menu. 
3.5 Indicate the impact to your business in the What is the impact to your business? field.
3.6 Select "Add or remove Zendesk user" from the What type of task? field. 
3.7 Indicate when this action is needed by in the Request Needed by: field.
3.8 Indicate the solution affected in the Site/Solution Affected field.
3.9 Skip to the Description field and enter the following populated text: 
Hello, please [add/edit/remove] the following user as a support contact for [Institution Name]: 

User's Full Name*: Enter the full name of the staff member to which the request pertains.

User Telephone Number*: Enter the contact phone number of the staff member to which the request pertains.

User Email Address*: Enter the email address of the staff member to which the request pertains.

User Business Title*: Enter the professional title of the staff member to which the request pertains.

3.10 Click Submit when you are ready to send the request to the Support team for review: 

 

After an individual has been added as a new Support Contact, they will receive a welcome email from Terra Dotta Support at the email address provided. This communication will contain a link allowing them to complete registration and access the Terra Dotta Support Portal.