Reltio Support Portal Roles and What You Can Do

Roger

Updated December 20, 2025 02:51

In the Reltio Support Portal (Zendesk), what you can see and do depends on the role assigned to your user account. Below is a clear breakdown of each role and its capabilities.

Role summary

Role	Can log into the Support Portal	Can be CC’d on tickets	Can view organization tickets (if enabled by your admins)	Can create new support tickets	Can manage Designated Contacts
Regular User	✅	✅	✅*	❌	❌
Designated Contact	✅	✅	✅*	✅	❌
Designated Contact Admin	✅	✅	✅*	❌**	✅

* Visibility into other tickets in your organization depends on your organization’s portal settings/admin permissions.

** A Designated Contact Admin can’t open tickets unless they are also assigned the Designated Contact role.

Regular Users

Regular Users are typically “view-only + collaboration” users.

Can sign in to the Support Portal. Can be CC’d on tickets and participate in ticket communication. Cannot open new support tickets.

Designated Contacts

Designated Contacts are the users authorized to open support cases.

Everything a Regular User can do. Can create (open) new support tickets.

Designated Contact Admins

Designated Contact Admins manage who is on your Designated Contact team.

Can sign in and manage your organization’s Designated Contacts list in the portal. Do not automatically have the ability to open tickets (they must also be a Designated Contact to do that). Do not count toward your organization’s Designated Contact allocation.

Who becomes the Designated Contact Admin?

For new customers, the primary customer contact is typically assigned the Designated Contact Admin permission by default. For existing customers, you may need to tell us who should be assigned as your Designated Contact Admin. As a general rule, customer users with ROLE_ADMIN_CUSTOMER can also be set up as a Designated Contact Admin.

Requests and changes (important)

If you need to add or remove people from the “Regular Users” list, you’ll need to open a support ticket and include the users’ details.