Configure Sales Support role permissions

Marketplace Managers can configure permissions for users with the Sales Support Representative (SSR) 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 sales support role permissions

📝 Note: If the AppDirect logo appears in the upper-left corner of the page, when Manage > Marketplace appears in this topic, click the grid icon > Switch to | Store, instead.

1. Go to Manage > Marketplace > Settings > Settings | Roles. The Role Permissions page opens.
2. In the Sales Support pane, click the toggle to enable or disable the following permissions:

   • Manage Apps Assignments—SSRs can assign or unassign products for users after they purchase products on their behalf.

   • Manage events—SSRs can manage marketplace events at Manage > Marketplace > Dashboard > Events | Event Logs. For more information, see View and resolve pending events.

   • Start assisted sales for all users—Allows Sales Support users to verify email domains from the Manage Company menu in Company details page. When this setting is enabled, SSRs can access the Verify Email and Unverify Email menu options.
     There is also a Start assisted sales for all users Reseller role setting. For information, see Configure Reseller role permissions.
     While the Start assisted sales for all users settings determine for whom SSRs and Resellers can complete assisted sales, there are Purchase behavior settings that determine who can make checkout purchases themselves. Consider all these settings when you configure them. For more information, see the Purchase behavior section in Configure purchase restrictions.

   • Payment methods—After AppDirect enables the prerequisite settings for this feature and you enable this setting, SSRs can view, add, and replace customer payment methods, such as credit cards and bank accounts, from all payment method management locations in the user interface (UI). For example, the company details page when company-level billing is enabled and the user details page, opportunity details page and change subscription checkout workflow when company-level billing is disabled. The last payment method that users select or add from any location in the UI becomes the customer's default payment method for all future transactions. For example: assisted sales, self-serve checkout purchases, upgrades, and recurring subscription invoices.

   • Create custom contracts for opportunities—Allow SSRs to customize product contract terms, and add custom contract terms for products without contract terms, for opportunities.

   • Disable company—SSRs can disable all members of a customer company to prevent access to the marketplace. This setting is found at Manage > Dashboard > Customers | Companies > companyName > Manage Company > Disable Company.

   • Bypass contract restrictions—SSRs can bypass mid-contract subscription change restrictions when plans allow for it. For more information, see Bypass mid-contract subscription change restrictions.

   • Delayed provisioning—SSRs can set a future date for subscription changes, upgrades, and downgrades at Manage > Marketplace > Dashboard > Billing | Quotes > {Quote ID} > Scheduled Provisioning Date. The Create Quote setting must also be on for delayed provisioning to work.

   • Update subscription for customer who have unpaid invoices—SSRs can update subscriptions for end users who have unpaid invoices if the oldest unpaid invoice is within the grace period.

   • Set billing date for a product in an opportunity—When enabled, SSRs can set the billing date of a product and its add-ons on an opportunity. When disabled, the billing date options for the product and its add-ons are not editable and the billing start date is the same as the service activation for new products.

   • Create quote—SSRs can save an order as a quote during the assisted purchase flow. Then, they can return to the order (at Manage > Marketplace > Dashboard > Billing | Quotes) at any time and edit it before the assisted purchase is complete.

   • Update Company Internal Notes—SSRs can view, add and edit notes about a company in the Internal notes text box on the Company details page (at Manage > Marketplace > Dashboard > Home | Companies > company name. The notes are internal and only Marketplace Managers and SSRs can view them.

   • View hidden editions—SSRs can view hidden product editions.

   • Hide payment and invoice status information—Hide all references to payments, payment history, and invoice statuses in the user interface and on invoices.

   • Set retail price—SSRs can mark up or mark down a product price for products in their marketplace. A quote appears on the Manage Quotes page (at Manage > Marketplace > Dashboard > Billing | Quotes) after the customer requests a custom price. This setting and the Request Retail Price permission in the Users table (as described in step 1) must be enabled for SSRs and customers to negotiate prices.

   • Create leads in assisted sale—Allow or prevent Sales Support users to create leads from an assisted sale workflow. When setting is enabled, the Save as Lead button appears in the Purchase setup page after a user clicks New Lead or Purchase. When the setting is disabled, the Save as Lead button is hidden.

     The Save as Lead button is available from the following locations for an SSR

     • Manage > Marketplace >Home | Users > New Lead or Purchase
     • Manage > Marketplace > Home | Users > user name > New Lead or Purchase
     • Manage > Marketplace > Home | Companies > New Lead or Purchase
     • Manage > Marketplace > Home | Companies > company > New Lead or Purchase
     • Manage > Marketplace > Home | Opportunities > New Lead or Purchase
     • Manage > Marketplace > Home | Orders > New Lead or Purchase

   • Finalize opportunities—This setting applies when AppDirect has enabled Opportunities. When you enable this setting, SSRs can finalize opportunities or submit them (from the opportunity details page at Manage > Marketplace > Opportunities > Opportunity ID) to Marketplace Managers who can edit and finalize them.
     When this setting is disabled (the default setting), SSRs are required to submit opportunities to Marketplace Managers who can edit and finalize them.

   • Display wholesale prices—Allow Sales Support users to view wholesale prices on opportunities.

   • Cancel Subscription—SSRs can cancel a subscription on behalf of the customer in the order’s details dialog at Manage > Marketplace > Dashboard > Billing | Orders > {orderID}. The Cancel Subscription feature must also be enabled by AppDirect. If you need it enabled, please contact your AppDirect technical representative.

   • Set custom prices on opportunities—This setting applies when AppDirect has enabled Opportunities. When you enable this setting, SSRs can customize the sales prices on opportunities at Manage > Marketplace > Opportunities > Opportunity ID).

   • Set service request date for a product in an opportunity—When enabled, SSRs can set the service request date of a product on an opportunity. When disabled, the service request date options for the product are not editable and the service request date is set to immediate for new products.

   • Limit listing API results—SSRs can enable this setting to limit the amount of customer data that Customer Support and Sales Support users can export. To manage this setting, go to the Role Permissions page at Manage > Marketplace > Settings > Settings | Roles. When it is enabled, the maximum number of results displayed on the customers and users pages is 20. The setting is disabled by default.

   • Complete assisted sale—SSRs do not need customer approval to complete an assisted purchase. The Additional Approval Options dialog appears after this setting is enabled. Select one of the following options, then click Save:

     • Not required—Confirms that the SSR does not need approval to complete the sale. During the assisted purchase flow, the checkbox under the Already Received Approval heading does not appear and the SSR can continue with the purchase.
     • Optional—SSRs can choose whether or not customer approval is required during the assisted purchase.

     Note: If you disable this toggle, the Disable Assisted Sale Permission dialog appears. Click Confirm and the customer’s approval is always required during an assisted sale.

   • Off-platform refund—SSRs can mark a payment as refunded outside of the AppDirect platform in the Payment Details dialog (at Manage > Marketplace > Dashboard > Billing | Payments > paymentID). This enables the SSR to mark the payment record as refunded for accounting purposes and to keep both systems synchronized.

   • Bulk creation—SSRs can upload CSV-format batch files to create customers and orders in bulk on the Data Migration page at Manage > Marketplace > Settings > Integrations | Migration. Learn more on the Migrate data page.

   • Enable domain verification—Allows Sales Support users to verify email domains from the Manage Company menu in Company details page. When this setting is enabled, SSRs can access the Verify Email and Unverify Email menu options.

   • Edit company details on behalf of customers—Reseller Managers can view and edit company information on the customer’s behalf in the Company details page. This allows Reseller Managers to better serve their customers by having the latest information available for each company.

   • Delayed cancellation—SSRs can select a future cancellation date when they cancel a subscription at Manage > Marketplace > Dashboard > Billing | Orders > {orderID} > More Details > Cancel Subscription. For the Delayed Cancellation feature to work, it must also be enabled by AppDirect. If you need it enabled, please contact your AppDirect technical representative.

3. Click Save Settings. The permissions are updated for all users assigned this user role.