Request: Add customer service team to brain access
Ticketclosed
Harrowden Foods: documents · Request: Add customer service team to brain access
Customer requested access for 8 customer service team members to view order and account data across all retailers. Bethan successfully onboarded all users and granted full access.
What happened
What this says
Current to 11 Oct 26Customer requested access for 8 customer service team members to view order and account data across all retailers. Bethan successfully onboarded all users and granted full access.
Problem: Eight customer service team members needed access to the brain to see account context during retailer complaint calls. Handling: Bethan responded efficiently (69 minutes first response), asked clear questions about team size and Snowflake access, then onboarded all eight users with full cross-retailer access. Expansion: This is a user expansion opportunity showing the customer is broadening adoption beyond the initial team. Could indicate approaching user limits on current tier.
Details
Updated 9 Oct 26Trail
created · Gemma Holt 25 Feb 2026 17:18Hi, we need to give our customer service team access to the brain. They're handling retailer complaints and service issues, and they'd really benefit from seeing the order history and account context when they're on calls. How do we add them in? Can we set permissions so they see all retailers, or do we need to restrict it by account?- public_reply · Bethan Lister 25 Feb 2026 18:27Hi Gemma, I've picked this up. Just so I've got this right - you want to add the customer service team to see order and account data for all retailers. A couple of quick things: how many people in that team? And are they already in your Snowflake account, or will we need to invite them? Once I've got those details, I can walk you through adding them. Cheers, Bethan
- public_reply · Gemma Holt 27 Feb 2026 14:09Cheers Bethan. There's about eight people. They're in our Snowflake account already, but I don't think they've been added to the brain yet. We'd want them to see all retailers - they handle calls from any of them. Can you add them, or do you need more from me?
- public_reply · Bethan Lister 3 Mar 2026 09:38All done. I've added all eight team members to the brain and set them up with full access to see order and account data for all retailers. They're ready to go. Let me know if anyone runs into any issues logging in. Cheers, Bethan
- status_change · 7 Mar 2026 23:59