Configure Customer Support role permissions

Marketplace Managers can configure permissions for users with the Customer Support (CSR) role.

The following procedure includes all possible role settings. However, the Role permissions page only displays the settings that are relevant to your marketplace configuration.

To configure customer support role permissions

📝 Note: This documentation page may refer to Manage > Marketplace in navigation steps. If the Manage option is not available in your navigation, click the grid icon on the top-left corner of your header and click Marketplace.

1. Go to Manage > Marketplace > Settings > Settings | Roles. The Role Permissions page opens.
2. In the Customer Support pane, click the toggle to enable or disable the following permissions:
   • Manage Apps Assignments—CSRs can assign or unassign products for users after they purchase products on their behalf.
   • Disable company—Customer support representatives (CSRs) can disable all members of a customer company to prevent access to the marketplace. You can find this setting at Manage > Dashboard > Customers | Companies > {companyName} > Manage Company > Disable Company.
   • Off-platform refund—CSRs can mark a payment as refunded outside of the AppDirect platform in the Payment Details dialog (at Manage > Marketplace > Dashboard > Customers | Users > {userName} > {paymentID}). This enables the sales support representative to mark the payment record as refunded for accounting purposes and to keep both systems synchronized.
   • Cancel subscription—CSRs can cancel a subscription on behalf of the customer in the order’s details dialog at Manage > Marketplace > Dashboard > Customers | Users > {userName} > {orderID}.
3. Click Save Settings. The permissions are updated for all users assigned this user role.