Accessing BOC Support Tickets

You can access support tickets in the BOC Group Help Center in the context of two different scenarios: 

A.) Individual access to tickets
B.) Access to all tickets of your organization
 

A.) Individual access to tickets

Who has access by default?

By default, access to a BOC support ticket is limited to the email address who created the ticket (i.e. you have to login to the Help Center with the email address you used creating the ticket. 

This may be relevant for non personalized email addresses.  

Furthermore, access is granted to any person who is in "Carbon Copy" (CC) on the ticket-related email communication. In this case, only logged in users see attachments and pictures.
 

How do i grant individual access to an ticket?

If another person should be able to view or follow a specific ticket, the ticket requester must add that person in CC when creating the ticket or when replying to an existing ticket email.

The CC’d person will then be able to view the ticket in the Help Center as well as receive and respond to ticket updates by email.
 

Important: Access is limited to that specific ticket only. There is no automatic access to other tickets of your organization.

BOC Group support staff involved in the case can always access the ticket. If uncertain, you may ask the assigned BOC Group support staff member on your ticket to add a colleagues mail address by replying to the respective ticket.

B.) Access to all tickets of your organization

BOC Group offers an optional feature where selected, named individuals can be appointed as qualified support contacts.

A qualified support contact can view and access all support tickets of your organization and see all ticket-related correspondence. This access is granted regardless of who originally created the tickets.
 

Who can be such a support contact?

These contacts can be employees of your organization or external consultants and IT service providers acting on your behalf.

Support contacts should be limited to a small, trusted group (normally up to 3 individuals).

How do i request full organizational access?

1. Request from an authorized email address

The request must be sent by an authorized person, typically the account owner (SaaS) or the deployment owner (on-premise).

The request must be sent from their registered email address.

2. Provide the support contact details

In your email to BOC Group Support, please include the full name and the email address of each support contact.

3. Confirmation (if required)

If the authorization is not completely clear, BOC Group Support may send a verification email to the account/deployment owner or ask for explicit confirmation of the request.

4. Access is granted

Once confirmed, the support contacts will be granted full ticket access. The authorization will be documented internally.
 

How do i revoke full organization access for an individual?

If a support contact should no longer have access (e.g. they leave your organization), the account/deployment owner must inform BOC Group Support.

BOC Group will then revoke the access, and the change will be documented and confirmed.

Important: If access is not explicitly revoked, the person will retain access.

Legal and Privacy Information

BOC Group’s privacy policy explicitly informs users that support tickets and correspondence may be accessed by authorized support contacts within the same organization.

Customers are advised to inform internal stakeholders transparently when full organization access is granted.
 

Limitations of Full Organization Access

Access cannot be restricted to certain BOC Group products, specific departments, or individual SaaS accounts.

Support contacts always see all tickets belonging to the organization.