On the Skeepers Feedback Management platform, you have the ability to create and manage different types of access for your collaborators.
Depending on your requirements, it is possible to assign different types of rights to allow access to more or fewer elements on the solution. In this article, we detail everything you need to know about access management on the platform : who is in charge, how to manage them, and what limitations apply.
Glossary of access management
A Skeepers Feedback Management account is the space dedicated to your organization on the Feedback Management platform. There are three types of accounts :
- A standard account is a classic account dedicated to a company/entity, which has no interaction with another Skeepers Feedback Management account.
- A parent account is a "super account" that governs several child accounts. This type of account is common for large international groups that want easy access to the contents of their national entities, branches, or own brands.
- A child account is a standard account attached to a parent account.
A user is an individual access to your organization's Skeepers account on the Feedback Management platform. It is possible to assign a number of rights and roles to a user.
A recipient is an individual access limited to certain shared elements. The elements shared with recipients (notably dashboards) are at the initiative of a user or an administrator. Technically, a recipient is a user with extremely restricted rights confined to read-only access without the possibility of modification on the platform.
An administrator (also known as the account operations manager) is a "super user" who holds admin access to your organization's Skeepers account on the Feedback Management platform. They are usually designated at the beginning of the partnership with Skeepers. Subsequently, they manage the creation and management of Skeepers Feedback Management access on your organization's account. They hold this right :
A user or recipient right is an authorization, a privilege granted to a user. Depending on whether the element is checked or unchecked, the user will be able to access a feature or not. Only administrators can influence user rights.
A account permission is an authorization granted to your organization's specific Skeepers account. Permissions are managed only by the Skeepers Feedback Management teams (Support or Professional Services if subscription to a feature).
Details of rights to be granted on the platform
If you want to know more about the different rights on the platform, we invite you to check out the article The different roles and rights accessible on the platform. There you will find the content of each right as well as our recommendations for the appropriate rights bundle to be granted for each role.
Who manages access to the Skeepers Feedback Management platform ?
User and recipient access management is administered locally for each Skeepers account.
For security reasons, neither Skeepers Support nor your Customer Success Manager is authorized to manage your organization's access (creation and deletion of access, modification of rights), you are autonomous. Therefore, we invite you to contact the administrator / the operations manager of your organization's account for these needs :
- Creation or deletion of a user
- Modification of a user's rights
- Creation or deletion of a recipient
- Modification of a recipient's rights
- Generation of a shared link to a recipient
If you do not know who is the Skeepers administrator of your organization, this is usually the person who created your user access. The administrator has this distinctive right activated on his user account :
You want to create a new user
If you are an administrator, click at the top right of the platform to open the panel where you can choose to access your user account settings, your organization's Skeepers Feedback Management account settings, or log out of the platform.
Click on 'Settings for [YOUR ORGANIZATION'S SKEEPERS ACCOUNT NAME]'.
In your organization's account settings, open the 'Users' tab. You will find the list of all users created on your organization's Skeepers account. Then press the 'Add a new user' button.
On this page, fill in the various nominative elements of the user in the 'User Information' section.
If you are about to create a new administrator or a more technical user, feel free to check the automatic notification of platform errors in the 'Technical Notifications' section.
This option allows receiving technical notifications following data import errors (contacts, account data, feedbacks, solicitations), errors related to data reintegration mappings in business tools, or ad hoc technical communications.
The mandatory fields to fill are the user's first and last name, language, username, and email address.
Finally, further down the page, you can choose the rights you want to assign to your new user. Roles with predefined rights are available by default. Feel free to learn more in our dedicated article.
As soon as you save the page, an email will be sent to the provided email address so the user can choose their password and log in to the platform. We invite the user to allow email reception from the address "no-reply@myfeelback.com" in advance and to check their spam folder if necessary.
In the case of a parent account, the process is similar. The only difference is that you must first access the 'Accounts' category.
You want to delete an existing user
If you are an administrator, click at the top right of the platform to open the panel where you can choose to access your user account settings, your organization's Skeepers Feedback Management account settings, or log out of the platform.
Click on 'Settings for [YOUR ORGANIZATION'S SKEEPERS ACCOUNT NAME]'.
In your organization's account settings, open the 'Users' tab. You will find the list of all users created on your organization's Skeepers account. Choose the user you want to deactivate from the existing list and press the 'Delete' button.
In the case of a parent account, the process is similar. The only difference is that you must first access the 'Accounts' category.
You want to modify the rights of a user
If you are an administrator, click at the top right of the platform to open the panel where you can choose to access your user account settings, the Skeepers Feedback Management account settings for your organization, or to log out of the platform.
Click on 'Settings for [NAME OF YOUR ORGANIZATION'S SKEEPERS ACCOUNT]'.
In the settings for your organization's account, open the 'Users' tab. Here you will find the list of all users created on your organization's Skeepers account. Choose a user from the existing list and click the 'Edit' button.
Once on the user's profile, scroll down and choose the user rights you wish to modify by checking/unchecking them. Don not forget to save your changes.
The content of each user right is detailed on the platform. However, here are three important rights :
- The 'Users management' right grants admin rights to a user, making them a new administrator of the account. Your organization's Skeepers account can have multiple administrators.
- The 'Account settings' right allows access to campaign templates, default designs and account properties, as well as the various connectors available :
- Finally, the 'Data management' right is necessary to use feedback import and attribute modification features.
To discover the appropriate rights to grant each user in your organization based on their role, we recommend referring to the specifics of each right in our dedicated article.
You want to send a new password to a user
If you are an administrator, click at the top right of the platform to open the panel where you can choose to access your user account settings, the Skeepers Feedback Management account settings for your organization, or to log out of the platform.
Click on 'Settings for [NAME OF YOUR ORGANIZATION'S SKEEPERS ACCOUNT]'.
In the settings for your organization's account, open the 'Users' tab. Here you will find the list of all users created on your organization's Skeepers account. Choose a user from the existing list and click the 'Edit' button.
Once on the user's profile, scroll down and click the 'Send a new password' button. A confirmation message will appear at the top right of the platform.
The user will receive the reset email within a few minutes from the contact address "no-reply@myfeelback.com". We recommend that the user allows emails from this address and checks their spam folder if necessary.
You want to create a new recipient
As a user, you can view the recipients of your organization's account. However, only an administrator can create new recipients or modify access for existing recipients. To do so, click at the top right of the platform to open the panel where you can choose to access your user account settings, the Skeepers Feedback Management account settings for your organization, or log out of the platform.
Click on 'Settings for [NAME OF YOUR ORGANIZATION'S SKEEPERS ACCOUNT]'.
In the settings for your organization's account, open the 'Recipients' tab. Here you will find the list of all recipients created on your organization's Skeepers account. Then click the 'Add new recipient' button.
On this page, fill in the various nominative elements of the recipient, their language, and their properties (which you have previously configured in the 'Settings' section of the platform). Then choose whether the password will be automatically generated or customized according to your needs.
Then select the rights you want to give to this new recipient. Do not hesitate to read our dedicated article to find out which right is appropriate for each recipient profile. Once you save the page, an email will be sent to the provided email address. We recommend that the recipient allows emails from the address "no-reply@myfeelback.com" beforehand and checks the spam folder if necessary. The email will be sent in the language set up on the recipient's profile.
You also have the option to import recipients in bulk into the platform via a CSV file import.
To do this, simply click on the 'Actions' button, then download the CSV import template, complete it, and import it into the platform. You can find more details in our dedicated article.
You want to delete an existing recipient
If you are an administrator, click at the top right of the platform to open the panel where you can choose to access your user account settings, the Skeepers Feedback Management account settings for your organization, or log out of the platform.
Click on 'Settings for [NAME OF YOUR ORGANIZATION'S SKEEPERS ACCOUNT]'.
In the settings for your organization's account, open the 'Recipients' tab. Here you will find the list of all recipients created on your organization's Skeepers account. Choose a recipient from the existing list and click the 'Delete' button.
You want to modify the rights and properties of an existing recipient
If you are an administrator, click at the top right of the platform to open the panel where you can choose to access your user account settings, the Skeepers Feedback Management account settings for your organization, or log out of the platform.
Click on 'Settings for [NAME OF YOUR ORGANIZATION'S SKEEPERS ACCOUNT]'.
In the settings for your organization's account, open the 'Recipients' tab. Here you will find the list of all recipients created on your organization's Skeepers account. Choose a recipient from the existing list and click the 'Edit' button. You also have the option to export the recipient list to a .CSV file by clicking the 'Actions' button at the bottom right of the platform and then clicking 'Export to CSV'.
Once on the recipient's profile, you can change the recipient's rights by checking/unchecking them. Do not forget to save your changes. You also have the option to add new properties to a recipient to, for example, differentiate the account of a store and that of its regional manager (More information on properties in our dedicated article).
You want to send a new password to a recipient
If you are an administrator, click on the top right of the platform to open the panel where you can choose to access the configuration of your user account, the configuration of your organization's Skeepers Feedback Management account, or to log out of the platform.
Click on 'Settings for [YOUR ORGANIZATION'S SKEEPERS ACCOUNT NAME]'.
In your organization's account settings, open the 'Recipients' tab. There, you will find the list of all recipients created on the Skeepers account of your organization. Choose a recipient from the existing list and press the 'Edit' button.
Once on the recipient's profile, scroll down and press the 'Send a new password' button. A confirmation message will appear at the top right of the platform.
The recipient will receive the password reset email sent from the contact address "no-reply@myfeelback.com. We encourage the user to authorize the reception of emails from this address in advance and to check spam folders if necessary.
You want to share a dashboard with a recipient or a user
You have the option to share a dashboard via email to a user, a recipient, or specific email address. We detail the process in our dedicated article.
According to your needs, you can restrain the dashboard view to global data or a "filtered" view on certain elements. Example : A regional manager (recipient) who only needs access to data from their area.
If you wish to share a dashboard with recipients/users using a filtered view, we invite you to assign properties to a user/recipient as specified in this article.
Only an administrator can assign one or more properties to a user/recipient profile. Once the property is configured, each user can generate a dashboard sharing via email or URL with a filtered view based on the already configured properties of a user/recipient (Example : a store in Marseille that only has access to its store's data).
FAQ
- If you are not an administrator, we invite you to contact the operational manager of your organization's Skeepers Feedback Management account to create this new user access. This is usually the person who created your own user access.
- If you are an administrator, follow the procedure in this section of the article.
- If you are not an administrator, we invite you to contact the operational manager of your organization's Skeepers Feedback Management account to modify your user rights if justified. This is usually the person who created your own user access.
- If you are an administrator, follow the procedure in this section of the article.
If you do not receive the password reset email sent via the platform's login page, check your spam folder and accept receiving emails from the address "no-reply@myfeelback.com" to ensure the email is not rejected.
You can also request your Skeepers administrator to send you a password with this procedure.
Shared dashboard links are accessible for a period of 365 days.
If you encounter the following error message: "Access denied - The link to view this dashboard has expired. Please contact your Skeepers contact to get a new access", we invite you to contact the colleague who shared this dashboard with you to generate a new shared link.
If you encounter the following error message: "Access denied - You are not authorized to view this Dashboard" :
- either you are trying to open a link that is only accessible to a specific user or with specific rights that you do not have
- or the person who shared an item with you did not configure it correctly or did not assign you the appropriate rights/properties.
Congratulations, you can now independently manage access on the Skeepers Feedback
If you have any questions, feel free to contact our Customer Care team.