**Support**
Allows users to create, view, and manage technical support cases by going to **Help** → **In-App Help Center**.
For more information, see [In-product support case creation](../../learn-about-cortex-xsiam/in-product-support-case-creation).
### Caution
The tenant must have an active support contract, and the user must have CSP portal access.
| Permission | Description | Roles Example |
| ---------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------- |
| None | The user can't submit support cases. | |
| View/Edit | <p>Enables users to submit support tickets directly from within Cortex XSIAM. This includes:</p><ul><li>Creating new support cases with Palo Alto Networks support.</li><li>Attaching files and recordings to support tickets.</li><li>Generating Technical Support Files (TSF) from endpoints.</li><li>Recording browser sessions for troubleshooting.</li></ul> | All roles should be able to submit support cases. |
**Required and recommended permissions**
Consider adding the following permissions:
| Permission | Permission Level | Reason |
| --------------------------------- | ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Retrieve Endpoint Data | Checked | Enables TSF (Technical Support File) generation from endpoints directly within the support case wizard. Without this, users cannot attach endpoint diagnostic data to tickets, significantly reducing support effectiveness for endpoint-related issues. Strongly recommended. |
| Agent Administrations | View/Edit | Strongly recommended to view and select endpoints in the support case form. Without this, the endpoint selection dropdown is disabled. Users cannot pick a specific endpoint to associate with their ticket. |
| Agents (Cortex Agentic Assistant) | View/Edit | Enables agent-related permissions within the support case form. When present, it allows the user to include the agent context in support tickets. Recommended. |
| Cases & Issues | View | Recommended to enable users to reference and attach issue/case context when submitting support cases about detection issues. |