Support tickets are being closed automatically/ end users are unable to create Support tickets.

Query:

Zendesk Tickets created by the customers are getting closed automatically, with the below message:

Hello,

Thank you for contacting Reltio Support. Your ticket has been automatically closed because you’re not listed as a designated contact for your organization. To log in a ticket, please reach out to the account designated contact or customer admin.

Kind Regards,
Reltio

Description:

If you are attempting to create a Zendesk ticket for the Customer Engineering team via Zendesk, please ensure that you have been designated as a contact. If you find that you are not marked as a designated contact, it indicates that you currently do not have the necessary access to raise Zendesk tickets.

Additionally, we would like to draw your attention to our support policies outlined in the customer success plan. You can find detailed information on the entitlement of users to raise support tickets by referring to the following link: Link to SLA and Support Policy.

Thank you for your understanding and cooperation.

Reltio Customer Engineering