Overview
To increase the security of the Auth0 Support Center, access to view ‘Subscription Tickets’ within the Auth0 Support Center is changing. Starting on August 5, 2024, the only tenant member role that will have access to Subscription Tickets in the Auth0 Support Center will be those with the new Elevated Support Access role within the Role Based Access Control (RBAC) feature in the Auth0 Management Dashboard. This Elevated Support Access role will allow access to view and manage all tickets created by all users across a tenant. The current ‘Support Access’ role will be deprecated.
Tenant Administrators will not automatically inherit the new ‘Elevated Support Access’ role and will need to explicitly add themselves to the role via the Auth0 Management Dashboard to continue to have access to view and manage all tickets across their tenant(s) via the Subscription Tickets feature.
NOTE: Tenant Administrators and all tenant members will still have access to the Auth0 Support Center to create and manage their own tickets without adding any additional roles.
Solution
The Subscription Tickets feature will be tied specifically to the new Elevated Support Access role so that access is not automatically inherited by all Tenant Admin users. This prevents roles from seeing tickets they did not create without explicitly granting them access to do so. Tenant Administrators without the Elevated Support Access role will lose access to view and manage all tickets for the tenant on the ‘Subscription Tickets’ page.
Action Needed
With a paid subscription, tenant admins can add themselves and any other users who need to manage all tickets (even those they did not create), across the tenant to the new Elevated Support Access role from the Auth0 Management Dashboard. It is recommended to also review who currently has the legacy ‘Support Access’ role assigned and determine if they should be removed and/or added to have the new Elevated Support Access role.
If you are currently on a Free plan, no action is required. Starting on August 5, 2024, you will only be able to view and manage support tickets that you created.