Occasionally, Cerkl and your Team Admins may need to assist your Team Members in reaching their goals and accomplishing their tasks. Below are some examples of support requests which may require the assistance of an Admin or leader within your organization.

Blast and Content creators may not need access to Settings and Controls, and may need a change to permissions or a setting that only an Admin has access to - these are typically the most common type of contacts which require a referral to your Team Administrators. Some articles about these settings/options are included below:

If your organization utilizes multiple Cerkl Instances which have a Parent > Child relationship, there may be scenarios where your settings would require Team Members from the Child instance to request assistance. For more information about the type of settings and configurations between these instances, please review: Parent and Child Cerkl Overview.

Team Members can log in at app.cerkl.com - we recommend teams Bookmark this web address for easy access. Subscribers do not have a Cerkl log in, as links from News Digest and Blasts will automatically handle their log-in flow.

Occasionally Team Members may run into a question or issue with signing in, and because they're not signed in, Live chat support won't necessarily be available to access. If there are questions or an issue with logging in, I encourage teams to reach out to us at support@cerkl.com or reach out to an Admin who can contact live chat support.

SSO systems rely on Email Address as a primary User ID when forwarding. Because of this, any changes to an Admin or Team Member's email address require a support request for Cerkl to update their email address in our back-end. Please have an admin reach out to us at support@cerkl.com or contact live chat support.

If your organization utilizes Content that is restricted to specific Segments, there may be an instance where a Subscriber forwards an email or shares a link to Content that person does not have access to. They will receive a message that they do not have access, and may reach out to Cerkl Support. Because Cerkl does not make changes to content, these subscriber's will be referred to contact your communications team to determine if access can be granted, or to inform them why they do not have access.

Segments are group lists of Subscribers used primarily to target communications. Because sometimes teams may need to send communications to groups of people that are more discreet, Segments have the ability to be available for everyone, or restricted to specific Team Members.
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The Segment creator or an Admin can share permissions for a Segment.

Attributes are used across Broadcast for things like Personalization, Dynamic Segments, Search and Filters. Some organizations may have specific attributes which are called one thing our system, another in their own, or even in another department.
If a Team Member is trying to use an attribute, they may need access to the list of available attributes your organization is sending over or using.

We offer the option to give attributes custom names, to check data availability for each attribute, and allow admins to control which attributes are available to use in personalization fields and the Audience table. Below are some articles which might help in preparation.

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