"Make Case Updates as the Platform User" Setting in SupportLogic

Setting Overview:

The "Make case updates as the platform user" setting in SupportLogic determines how case updates made through SupportLogic integrations are recorded in your CRM (e.g., Salesforce).

• When Enabled: All updates are made under the designated platform or integration user account (e.g., "Support Logic Integration User"). This simplifies integration but hides the identity of the actual user who made the changes in SupportLogic.

• When Disabled: Updates are attributed to the user or agent in SupportLogic who acted. This provides transparency and accountability, making tracking changes and identifying responsible users easier.

How to Change the Setting:

• Navigate to Settings: Go to Control Center > Settings > Integrations.
• Locate the Option: Find the "Make case updates as the platform user" toggle.
• Modify the Setting:
  • To enable: Turn the toggle ON to attribute updates to the platform user.
  • To disable: Turn the toggle OFF to show the actual user's name in updates.
• Save Changes: Ensure your changes are saved to apply the configuration.