The Support Messenger gives your team a streamlined way to contact Passport Support, search knowledge content, and track tickets directly within the Passport Portal. As an administrator, you control which users in your organization can submit support requests through the Messenger.
This guide explains how support access works, how to grant or remove permissions, what users see based on their role, and how to troubleshoot access issues.
Understanding Support Access
The ability to submit support requests in the Messenger is permission-based. Only users with the appropriate role can start new conversations with the Passport Support team.
Users without support permissions can still open the Messenger and browse Help Center articles, but they will not see the option to contact Support.
What Users With Support Permissions Can Do
Users who are granted access to contact Support can:
Start new support requests
Report issues and incidents
Engage with the conversational request flow
View and reply to active tickets
Receive email notifications when Support responds
These users will see a “Contact Support” option in the Messenger.
What Users Without Support Permissions Will See
Users without support permissions can:
Open the Messenger
Search knowledge articles in the Help section
They will not see the option to contact Support. This is expected behavior based on their assigned role.
How to Grant Support Permissions
Support access is tied to user roles within the Passport Portal. To grant a user permission to submit support requests:
Open the Settings section of the Passport Portal.
Navigate to the User Management area for your organization.
Select the user who needs support access.
Assign the Enable In App Messenger role, which includes the ability to submit support requests.
Save your changes.
Once updated, the user will see the Support contact option the next time they open the Messenger.
How to Remove Support Permissions
If a user should no longer have the ability to submit support requests, you can remove their access through the Passport Portal.
Open the Settings section of the Passport Portal.
Navigate to the User Management area for your organization.
Select the user whose access needs to be updated.
Select Edit Roles, then remove the Enable In App Messenger role from their assigned roles.
Save your changes.
Once updated, the Support contact option will no longer appear for the user inside the Messenger.
Troubleshooting Access Issues
If a user reports that they cannot contact Support, check the following:
Confirm that the user is assigned a role including the Enable In App Messenger permission.
Ask the user to refresh the Portal or sign out and back in.
Confirm that the user is not viewing an outdated or cached version of the Portal.
If the user still cannot access the Support contact option after verifying permissions, reach out to Passport Support for assistance.
Best Practices for Administrators
To help your organization get the most out of the Support Messenger:
Assign support permissions only to users responsible for communicating with Support.
Review user roles on a regular basis to ensure accuracy.
Notify your team when role updates or permission changes occur.
Encourage users to search Help Center content before opening a new ticket when appropriate.
Need assistance?
If you need help configuring roles or understanding which permissions are required, contact your Passport representative or Passport Support.