Sample runbook: Figma access
This sample runbook is ready-to-adapt starting points for common service request types. It is written the way Request Resolver reads best. To understand why they're structured this way, see Write knowledge Request Resolver can follow.
How to use the runbook
Names, teams, groups and URLs in this runbook are illustrative. Replace them with your own. They assume you also have an Admin Guidance article in the same knowledge base with your space-wide status rules (move from In Progress to Waiting for Customer, then to Escalated, Pending, and Resolved). The sample below lists only status changes specific to its topic.
When to use this
This runbook is for granting access to Figma. If a user asks for Figma, a Figma seat, or access to a Figma team or file, use this runbook. Not for Figma billing questions. Those go to the Design Ops team. For these requests, assign Team to Ops; no further action is needed.
Steps to follow
Step 1: We offer two seat types: Viewer (free) and Editor (paid). Check which seat the user needs. If the user's role is Designer, Product Manager, or Content Designer, they need an Editor seat, so don't ask. If they've already said, skip this step. Otherwise, post this comment and change the status to "Waiting for Customer":
Hi <user_name>, Do you need to edit files in Figma, or only view and comment? Editors need a paid seat, which requires your manager's approval.
Step 2: If the user needs a Viewer seat, add the user to the Okta group Figma-Viewers. Go to Step 4.
Step 3: If the user needs an Editor seat, we need their manager's approval first. Find their manager and post a public comment tagging them and requesting approval. Wait for the manager's approval before continuing. Once approved, add the user to the Okta group Figma-Editors.
Step 4: Set the Labels field to "figma-access" and the seat type ("viewer" or "editor").
Step 5: Post the following comment to the user:
Hi <user_name>, You now have <seat type> access to Figma. Sign in at figma.com with Continue with SAML SSO using your work email. Access can take up to 15 minutes to appear. If you still can't sign in after that, reply here.
Step 6: Move the work item to "Resolved".
Custom instructions
Never grant an Editor seat without a manager's approval recorded on the work item.
If the manager doesn't respond within 3 working days, post a reminder comment tagging them. Don't escalate.
If the user asks to be added to a specific Figma team or project, add them to the seat group only and tell them to ask the team owner for the team invite.
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