I would like to request account admin access since the current admin is no longer with the company. Could you please help me regain access to the account?



Process Steps


    1. Verify Customer Details such as Account ID, Account Name, Username and Email Address in freshops admin portal.
      1. If any discrepancy observed, ask business proof from the requestor (e.g., recent invoice) that the requestor provides against the latest invoice in Chargebee.
      2. To ensure authenticity, obtain confirmation from Primary/Secondary Point of Contact by initiating a forward thread from the same ticket, without looping the requestor.
        1. Verify if the email address from which the confirmation/approval is received is legit and belongs to one of the account administrators. The email address should be an exact match.
        2. Agents shall wait for 24 hours for the Point of Contacts to respond and approves the addition. If there is no response, agent shall loop in Infosec POC: mohan.pitchai@freshworks.com and CSM to authenticate the request.
    2. Check if any existing admins are active in the customer's account (when they receive a ticket for Admin change). If yes, require the requestor to ask the existing Admins to modify the requestor’s role to Admin. (refrain from disclosing any details to the requestor, particularly the name of admin)
    3. If the existing admins are unable to make the changes, help the current Admins with the process steps to add the requestor as Admins
    4. The requests must be approved by Leads/Managers before making the requested changes.


Create a L2 ticket to make the changes and after validations L2 team will make the necessary changes from FreshOps.