Objective
If a caller or ticket requester advises that the current Office Manager is no longer employed by the company or no longer responsible for the account, the Office Manager's information may be updated following verification in this article.
Symptoms
-
Office Manager Updates
Procedure
Authorized Approvers
The following contacts are considered valid authorizing parties:
- CRM Contacts
- Deal Signatory
- Account Partner
- Invoices/billing statements recipient
TIP: To check the invoice recipient, consult SD2 or Sean Rick
Verification Process
- Identify the current Billing Administrator, CRM Contact, or invoice recipient associated with the account.
- Send a verification email to the email address on file. Obtain confirmation/verification from the following:
- Written confirmation that we are good to proceed with the change (Zendesk email, cc the email address)
- Confirmation from a verified contact or partner on a recorded line (documented on the ticket)
- Previous ticket documentation
-
Zendesk domain note
- Upon receiving confirmation from the authorized contact, update the Office Manager information within the account.
- Document the authorization and attach any email correspondence to the ticket.
NOTE:
- Authorized partners may vouch for and approve Office Manager changes on behalf of their customers.
- Whoever receives and manages the account billing may authorize Office Manager changes.
- All updates must be documented in the ticket history.
Related Information
If the caller is not an Office Manager, refer to the following article for troubleshooting steps.
Escalation Information
If you have issues, queries, or sup call, escalate to:
- Nally Torres or
- Macky Dela Cruz or
- TJ Aniban or
-
Ian Capa
Change Log
| Date | Description |
|---|---|
| Jul 10, 2026 | Escalation Information updated from SD2 to Nally, Macky, TJ, and Ian |
| Jun 26, 2026 | Article creation. |