Setting contact admins
Setting contact admins allows you to streamline how your team members get help within the Celonis Platform. Instead of users feeling lost or reaching out to the wrong departments, this feature creates a direct line of communication.
Here are the primary reasons why you would want to set them up:
Centralized support: It designates up to five specific experts as the "go-to" people for your team, ensuring that technical or process-related questions are handled by those who actually have the permissions to fix them.
Reduced friction: When a user clicks Need Help? and then Contact your Admin, the platform automatically composes an email in their default client. This removes the need for users to hunt down email addresses or look up who is in charge of the workspace.
Faster issue resolution: By directing queries to a specific group of admins, you prevent "support ticket tag," where requests are passed around between departments before landing on the right desk.
Customized guidance: Because these admins are internal to your team, they can provide context-specific help that a general help desk might not know, such as specific naming conventions or internal data privacy rules.
To request assistance, the users click Need Help? and then Contact your Admin. This composes a new email in their default email client.
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Setting contact admins for your Celonis Platform team
To set contact admins for your team:
Click Admin & Settings - Settings.
Scroll down to Contact Admins and click Configure Contact Admins.
Select up to 5 existing users to be your contact admins.
Click Save.
Once set, you can return to this screen to add and remove users when necessary.