This guide helps you designate the right contacts for your Issuetrak account. Each role has specific responsibilities and permissions to ensure smooth communication and efficient support.
Key Points
- One person can hold multiple roles
- You can designate up to 3 Primary Contacts with equal authority
- You can only have one Invoice Primary Contact who receives invoices
- Some roles are required, others are optional
Primary Contact
| Number Allowed | Up to 3 (all have equal authority) |
|---|---|
| Required | Yes |
What They Can Do:
- Authorize data changes and sensitive account actions
- Approve major changes to your Issuetrak instance
- Any one Primary Contact can approve actions – no need to contact in sequence
Examples of Actions Requiring Approval:
- Creating or refreshing a test site
- Restoring data you've deleted
- Modifying site data (such as adjusting SLA triggers)
- Premise to Cloud migrations
- Password resets when self-service isn't available
- Data imports
- Adding new contacts to your account or changing contact role assignments
What They Receive:
- All sales, technical, marketing, and customer care correspondence
- Annual satisfaction surveys
- Copies of invoices (unless they opt out)
Technical Contact
| Number Allowed | One or more |
|---|---|
| Required | Recommended |
What They Can Do:
- Work directly with Support on technical issues
- Preferably has agent-level access to your Issuetrak site
- Support assistance is limited to the access level granted to this user in Issuetrak
What They Receive:
- Technical correspondence and upgrade notifications
- Marketing communications
- Annual satisfaction surveys
Business User (Optional)
| Number Allowed | One or more |
|---|---|
| Required | No |
Who This Is For: Project Managers, Customer Support Directors, Department Directors who own the application strategically but aren't hands-on technical.
What They Receive:
- Upgrade notifications
- Account management correspondence
- Marketing communications
Invoice Primary Contact
| Number Allowed | One (can be a person or group inbox) |
|---|---|
| Required | Yes |
What They Handle:
- Receive all billing and invoice correspondence
- Manage payment information updates
Invoice Contacts (Optional)
| Number Allowed | One or more |
|---|---|
| Required | No |
Who This Is For: Additional billing or accounting contacts, such as members of the customer's accounting team.
What They Receive: Financial statements may be shared with these contacts in case the Invoice (Primary) contact cannot be reached.
Quote Approver
| Number Allowed | One |
|---|---|
| Required | No |
What They Do:
- Reviews and approves quotes (renewals, add-ons, and any other quotes issued)
- Receives quotes via e-signature request for review and signing
- Authorizes contracts prior to execution
Chat Admin
| Number Allowed | One |
|---|---|
| Required | Only if using chat |
What They Do: Responsible for administering the chat module, including configuration and settings management.
Quick Reference: Role Comparison
| Role | Can Approve Changes | Works with Support | Required |
|---|---|---|---|
| Primary Contact | Yes | Yes | Yes |
| Technical Contact | No | Yes | Recommended |
| Business User | No | No | No |
| Invoice (Primary) | Invoice/Billing only | No | Yes |
| Invoice Contact | No | No | No |
| Quote Approver | All Quotes | No | No |
| Chat Admin | No | For chat only | If using chat |
Common Scenarios
Scenario 1: Requesting a Data Change
Any of your Primary Contacts can approve the request. There's no need to contact them in a specific order – whichever one is available can authorize the change.
Scenario 2: Technical Support Issue
Your Technical Contact works directly with our Support team. If the issue requires sensitive data changes, Support will escalate to any of your Primary Contacts for approval.
Scenario 3: Billing Question
Our Finance team contacts your Invoice Primary Contact for all billing matters, payment updates, and invoice-related questions.
Scenario 4: Contract Renewal
The renewal quote is sent to your designated Quote Approver for signature. This may be the same person as your Invoice Contact or Primary Contact, but doesn't have to be.
Questions?
If you need help designating roles or have questions about which role is right for someone on your team, please contact your Account Manager.
