Mimecast Customer Care - Account Contact Creation

This article explains the importance of creating an account contact, specifically an Administrator, within Cloud Gateway or Cloud Integrated. By setting up an Administrator account, organizations ensure that designated individuals can log in to the Mimecast Support and Community Portal. This allows them to:

• Raise support tickets for any technical issues or inquiries.
• Track and manage open tickets to monitor progress and resolution.
• Access critical support resources and updates provided by Mimecast.
• Participate in Community Forums and Discussions.

Creating an Administrator account is essential for maintaining efficient communication with Mimecast Support and ensuring timely resolution of any service-related issues.

Mimecast Cloud Gateway

To create a new email address within Mimecast Cloud Gateway, follow these general steps:

1. Access the Mimecast Administration Console:

• • Log in to the Mimecast Administration Console using your administrator credentials at Login.Mimecast.com.

2. Navigate to the Internal Directories:

• • Within the left-hand navigation, go to Users & Groups | Internal Directories.

3. Add a New Email Address and Set a Temporary Cloud Password:

• • Select the Domain that the user resides and click on New Address and complete the required fields, such as the user's email address and any associated details.

  • Set a temporary cloud password and select the "Force Change at Logon" checkbox. Communicate this temporary cloud password to the new user.

 Do not select an Administration Console Role until you have saved the user with the associated details.

4. Assign An Administration Console Role:

• • Select Role Edit within the user details and select/create an appropriate administration role for the user, ensuring that the role utilizes “Admin” or “Administrator” within the Role Name as this is required for the user to access the Mimecast Support portal.
  • See the following KBs for more details:

• • • Domains & Users - Managing User Email Addresses
    • Roles - Managing Administrator Roles
    • Roles - Understanding Administrator Roles

5. Accessing the Mimecast Support and Community Portal:

• • With the new Administrator created, follow the instructions within the following KB to access and raise/manage tickets through the Mimecast Support Portal: Mimecast Customer Care - Raising a Case.
  • Accessing Mimecast Community: Home - Mimecast Community.

Mimecast Cloud Integrated

To create a new email address within Mimecast Cloud Integrated, follow these general steps:

1. Access the Mimecast Cloud Integrated Home Page:

• • Log in to the Mimecast Cloud Integrated Home Page using your administrator credentials at https://us-1.admin.mimecast.com.

Users must have a licensed mailbox and an Administrator role within Microsoft 365 to proceed.

2. Navigate to Admin Management:

• • Within the left-hand navigation, select Configuration | Admin Management.

3. Add a New Email Address:

• • Select Add New Admin | Search | Select the user and adjust the settings, and click invite.

4. Accessing Cloud Integrated:

• • Added users will receive an email invite within their Outlook mailbox with instructions to log into Cloud Integrated. Once logged in, follow the instructions within the following KB to access and raise/manage tickets through the Mimecast Support Portal: Mimecast Customer Care - Raising a Case.
  • Accessing Mimecast Community: Home - Mimecast Community.

For users who are uncertain about whether they're accessing the Cloud Gateway or Cloud Integrated platform, navigating to the Cloud Integrated login page and attempting to sign in will automatically redirect the user to the appropriate login.