How to add contacts on a Citrix account - Customer

How to add contacts on a Citrix account - Customer

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Article ID: CTX120355

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Description

Contact Roles vs. Access Restrictions

Contact Role If Unrestricted If Restricted
Admin - Can manage licenses - Edit contact roles (Except Bill_To), access levels, and status (Active/Inactive) - Can create cases - Can edit roles, access, and status & create cases.
- Cannot manage licenses
Ship_To - Can manage licenses - Can create cases - Can log in to portal & create cases
- Cannot manage licenses
Bill_To - Can manage licenses - View billing info - Can create cases
- Cannot be edited by Admin		 - Can create cases & will still view & receive billing info.
- Cannot be edited by Admin - Cannot manage licenses.
Sales Acts as renewal/sales POC only No login ID generated.
- Cannot create cases		 Not Applicable

Instructions

View/Edit Contact Type or Restrictions

  1. Log in to your Citrix account.

  2. Navigate to Company Information and Contacts under My Account (left menu).

  3. You will land on the Company Details page.

  4. Click on the Update/Edit Contacts tab (Admins only). This will display all contacts associated with your organization.

To Update a Contact:

  1. Click the pencil icon beside the contact to open the contact page.

  2. The following information will be displayed:

    • First Name, Last Name, Email Address (Note: Email is non-editable)

      • To change the email, create a new contact.

      • For First Name or Last Name updates, please contact Customer Support via Live Interaction.

    • Contact Type (Role) Multi-select dropdown

    • Security Contact Checkbox

    • Restricted Contact Checkbox

    • Status Toggle button (Active/Inactive)

  3. Click the Edit button to enable updates.

Update Contact Type:

  • Use the dropdown to select one or more contact types: Ship_To, Admin, Sales & Bill_To

Update Security Contact:

  • Check the box to designate the contact as a Security Contact.

  • Uncheck to remove Security Contact designation.

Update Restricted Contact: (Except for Bill_To Contact)

  • Check the Restricted Contact box to restrict the contact's access.

  • Uncheck to make the contact unrestricted.

  • Click Save once updates are done.

Note: Updates may take up to 60 minutes to reflect across all systems.

  1. A confirmation message will appear: "Contact updated Successfully"

Update Contact Status:

  • To activate or deactivate a contact, click the toggle button (Except for Bill_To Contact).

  • No need to click 'Edit' or 'Save' for status changes.

Note:

To modify or remove an existing Bill_To contact, please contact customer service via Live interaction.

Add a New Contact

Note: Only contacts with the Admin role are permitted to add new contacts

  1. From the left menu, click on Company Information and Contacts.

  2. You will be directed to the Company Details tab.

  3. Click on the Update/Edit Contacts tab.

  4. Click on the Add Contacts button.

  5. Fill in the required fields:

    • First Name

    • Last Name

    • Email Address (Duplicate check is performed)

  6. Select appropriate Contact Types (Ship_To, Admin, Sales & Bill_To) from the multi-select dropdown.

  7. Check the box if this contact should be assigned as the Security Contact.

  8. Click Save.

  9. A confirmation message will appear: "Contact Created"

To Update the newly added Contact as Restricted.

  1. Locate the contact from the list by visiting the Company Details tab.

  2. Click the pencil icon to open the contact page.

  3. Check the Restricted Contact box to restrict access.

    • Uncheck to make the contact unrestricted.

  4. Click Save.

Issue/Introduction

To guide company administrators (Partners & end users) through the process of viewing, updating, and adding company contacts within the Citrix account portal. This includes managing contact roles, security/restrictions, and status updates, along with outlining permission-based limitations.

Contacts can be assigned one or more of the following four contact roles on their Citrix account by their Admins: Admin, Ship_To, Bill_To, and Sales. These roles define what actions a contact can perform

  • Admin (Only Contact with Edit permission):

    • Only Contacts with Admin contact Roles will have the ability to Add/edit contact roles, access levels, and status (Active/Inactive).

    • Exceptions for Bill_To Contacts:

      • Admins cannot update Contact Type if the contact is already designated as Bill_To.

      • Admins cannot change the Status (Active/Inactive) of Bill_To contacts.

      • Admins can only check/uncheck the Security Contact box for Bill_To contacts.

      • Admins can add multiple contact roles to a contact (Excluding updates to existing Bill_To contact).

  • Ship_To

    • Manages licenses when access is Unrestricted

    • Receives license activation emails

  • Bill_To

    • Manages licenses and views company billing details

    • Receives invoices for orders they are associated with

  • Sales

    • Acts as the Point of Contact for renewals and new sales

    • Cannot create cases or manage licenses unless the following apply:

      1. Another contact type (Ship_To, Admin or Bill_To) is also selected.

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