Customer Support Manager User Guide - View Support Tickets


From this section you can view and search the support tickets in your support desk. You can also do a mass respond and deletion of these tickets. The option ” Tickets directly assigned to:” is only used if you have directly assigned tickets to staff members. Administrators and designated staff have the option to directly assign tickets to a staff member. If a ticket is directly assigned to a staff member then the only way the ticket can be viewed by other staff is by doing a search and choosing the staff member for the option “Tickets directly assigned to” on this search page. Otherwise the ticket will no longer show up in the regular staff area when a user logs in on the main page. The only one that will see the ticket in the main page ticket area is the staff that was assigned the ticket. From the staff area within the administrative pages you have the option to turn off the option for staff to have the feature to directly assign tickets.

Important Note: From this section you will not be able to reply to tickets. To reply to support tickets you need to login as a staff member.