Managing Contacts / Users

Frequently Asked Questions

(Information on how to add/remove users from your account, Client Support Center access)

 

1. Who has access to managing contacts? 

 

Only designated primary or alternate admins will be able to manage contacts. Each company is entitled to 1 primary admin and 1 alternate admin. Administrator contact management is done via the “Account Management” tab found within Symmetry’s Product and Account Management Center as shown below. 

D5BA0093-E472-4F26-9D1C-C0508E1EF4C9.jpeg

 

2. How do I designate a contact with a Primary (or alternate) admin role? 

 

Only a currently designated admin has the ability to designate another contact as either a primary (or alternate) admin. To designate a contact as an admin you will need to edit their contact record and select either primary or alternate admin as their “Customer Center Role” as shown in the screenshot below.

Screen_Shot_2022-02-07_at_1.02.08_PM.png

If you are looking to add an admin role to an existing contact, you will need to edit their contact record by accessing “contact management” and then “modify contact” which will allow you to edit the individual’s contact record and add their customer center role.

 

3. Why/when would I need to add a new user/contact? 

 

Submitting support tickets - For support inquiries, an end user is required to have access to the Client Support Center. The only way to submit a support ticket is by logging into the Client Support Center and submitting a ticket by clicking “Need Help? Submit a Ticket Here”:

Screen_Shot_2022-02-28_at_4.16.56_PM.png

Accessing release notes and product documentation - As seen from the screenshot above, once you are logged into the Client Support Center, you will have access to release notes and all relevant product documentation.

 

Accessing product downloads - If you license a product that requires a download file, you will have access to the product download tab within Symmetry’s Product and Account Management Center. An account admin will be able to designate which contacts have access to the product download files to which their company is entitled to. Examples: On-premise products and Quarterly Tax ID List. 

 

Receiving product communication - Stay up to date with Symmetry’s latest product release notes and product communication. An account admin will be able to designate which contacts are set up to receive product communications to the product(s) which their company is entitled to.

 

Accessing Tax Research listing -  All Clients that license the Tax Notification Service will have access to the Tax Research Listing tab within Symmetry’s Product and Account Management Center automatically.

 

 

4. How do I add a new contact to my account? 

 

If you have been designated as a primary or alternate admin, you will be able to access the Account Management tab within Symmetry’s Product and Account Management Center here! 

To add a new contact you will need to hover over the “Contact Management” section and select “Create Contact”. From here, you will enter your contact’s information as well as designate if they should have “download access” or if they should receive product communication for your company’s licensed products. 

Once your contact’s information has been entered and saved, their record will be created. However, keep in mind that this does not grant them login access to Symmetry Product and Account Management Center, this will need to be done separately. 

E14ABC45-8B87-44DB-8197-ECF17F29AFE5.jpeg

 

5. How do I modify an existing contact? 

 

If you have been designated as a primary or alternate admin, you will be able to access the Account Management tab within Symmetry’s Product and Account Management Center here! 

To modify an existing contact you will need to hover over the “Contact Management” section and select “Modify Contact”. Here you will see a full list of your contacts (both active and inactive). Once you have found the contact record that you wish to modify, select “edit” on their contact record; you will be directed to their contact record where you can make any changes needed. 

51153F5B-DE98-46C1-A326-1F88C9AB48B8.jpeg

 

 

6. How do I have a user removed from my account? 

 

In order to remove a user, you will log into the Client Support Center and submit a ticket using the “Remove User” form. To navigate to this form, select “Need Help? Submit a Ticket Here” from the top right menu. 

Then from the drop-down menu, select the “Remove User” form. Upon completion and submission of this form, a member of our Client Success team will complete this request and will respond to the ticket to confirm once removed.

Screen_Shot_2022-02-07_at_10.51.37_AM.png

 

7. How do I grant a contact access to the Product/Account Management Center and Symmetry Client Support Center?

Note: If you have been designated as a primary or alternate admin, you will have access to the Account Management tab within Symmetry’s Product and Account Management Center here

C5AC5566-A985-43B5-8C73-30437567299B.jpeg

To grant access to a contact, you will need to hover over the “Account Management” section within the Account Management tab (as shown above) and select “Manage Access”. Here you will see a full list of your company’s active contacts. 

Simply check the box for “access” on the left-hand side of the screen. You will then need to input a temporary password into the “new password” and “password confirm” boxes on the right-hand side of the screen and select submit. Once your contact’s passwords and access have been set, you will need to email the new user with their username (their email address) and password (which you have created for them) and advise them to login and reset their password. 

97E9C8DC-B0D1-45FD-ABBE-40F59298265C.jpeg

Once added, an automated welcome email with be sent to your new user with the subject:

“Create a password for Symmetry Software”

This email contains an invitation link to verify your account and login to the new and improved Symmetry Client Support Center.

  • Signing in is easily done through email verification from the welcome email and specifying a user password.
  • Once complete, the user will have full access to the new Client Support Center to review product articles, content, and any submitted inquiries for the Symmetry Support team.

 

8. How do I know if I have access to the Client Support Center? 

 

When you navigate to the Client Support Center, you will be prompted to log in (see screenshot below).

 

Screen_Shot_2022-02-08_at_10.57.08_AM.png

Upon entering username and password, the system will present the following if there is not a known contact set up:

Screen_Shot_2022-02-07_at_10.53.58_AM.png

Finally, the user will (likely) select “get a new password” at which time, the system will present the following message at which time the user will need to contact their Primary Admin (to have their account set up):

Screen_Shot_2022-02-07_at_10.54.33_AM.png

 

9. How do I grant a contact with product download access? 

 

If you have been designated as a primary or alternate admin, you will be able to access the Account Management tab within Symmetry’s Product and Account Management Center here

To grant download access within Symmetry’s Product and Account Management Center to an existing contact, you will need to hover over the “Contact Management” section and select “Manage Access”. 

C5AC5566-A985-43B5-8C73-30437567299B.jpeg

 

Here you will see a full list of your company’s active contacts. To grant download access, simply check the box for “enable my download” on the right-hand side of the screen and select submit.Your new contact will now have access to view your company’s product downloads. 

715DDEA4-7419-4211-8CB7-130085FB867D.jpeg

Product downloads can be found on the Product and Account Management Center homepage under "My Downloads" as shown below. 

8FC7187E-E85E-4B9E-8DEC-FB50688B1528.jpeg

 

 

10. How do I grant a contact with Tax Research Listing access? 

 

If your company currently licenses Symmetry’s Tax Notification Service, you will also be entitled to our Tax Research Listing found within Symmetry’s Product and Account Management Center

To gain access to Symmetry’s Tax Research Listing, all you will need is access to Symmetry’s Product and Account Management Center. If your company licenses the Tax Notification Service, access to the Tax Research Listing will be automatically granted, no more work is needed on your end!

3FB8D8BB-6460-41C1-AB8E-1537698E2EA8.jpeg

Was this article helpful?
1 out of 1 found this helpful

Comments

0 comments

Please sign in to leave a comment.