How to Automatically Include Team Members on Support Tickets

Issue

I would like certain members on my team to be automatically included on Support tickets.

Resolution

The instructions below demonstrate how to create a custom role and how to edit an existing role in order to automatically include members of a team on all Support Tickets. 

Creating a Custom 'Support Ticket' Only Role

Only users with the Owner or Administrator role can create a new role.

1. Click the down arrow next to the [Create Team] button, and select Add Role.
2. Enter a name for your role. We suggest naming this role “Support Ticket”.
3. Enter a short description of the primary purpose of this role.
4. You can now add the permission "Include as a collaborator on all tickets by default", which will be shown below. 
5. Add this role to your team members that require access to Support Tickets. 

Editing an Existing Role

1. Sign in to the Acquia platform as a either the Owner or Administrator, and then click [Teams].
2. Select the team for which you want to modify by clicking that team’s name. 
3. Click the down arrow next to [Add Member], and select [Manage Roles]
4. On the Subscription > Roles page, you can view the roles already defined for your subscription and the number of members associated with each one.
5. Click [Edit] to modify a role.
6. On the [Edit Roles] page, you can do the following
   1. Change the role name and description.
   2. View all the permissions that have been or could be assigned to the role.
   3. Select or clear the permissions available to users who are assigned this role. For more information, see About permissions.

The permission we need to include can be found under the [Support] section.

• Click the Include as a collaborator on all tickets by default permission to add it.

Cause

The Acquia Support Team uses a ticketing system in order to ensure good communication and proper workflow on various issues we handle. There are times, however, when the three pre-defined roles on the Acquia platform do not conform to the technical support needs of a business team. 

For more information about collaboration on the Acquia platform, please see the Roles and Permissions pages.

It is extremely beneficial to include the various technical points of contact in a support ticket without having to manually CC that particular person.

It is important to note that critical tickets and maintenance notifications will always be sent to the account Owner, but your team can control which users are CC'd on that messaging by updating user roles and permissions.