As an Admin, you can create and manage Support tickets for your organization from within the Admin Console. You can also schedule Zoom calls with CSMs and allow users to create Support Tickets and schedule Zoom calls. 

In this guide, we’ll go over creating and replying to Support Tickets, scheduling a Zoom call, and explore the Support Dashboard.

Creating a Support Ticket

1. In the Admin Console, click Support from the left-side menu.

2. Click the +Support Request button on the right side of the page.

3. In the popup window, fill out both Your Question textboxes, along with providing a URL in Add a Link or a screenshot or image file in Upload a File.

4. Finally, click Submit to post the question.

Once submitted, any tickets you create will appear on your Support page.

Reviewing and Replying to Support Tickets

1. In the Admin Console, click on Support on the left-hand side of the page.

2. Then, find the ticket you’d like to view and click on its Name.

3. Scroll to the bottom of the page and add comments in Your Answer.
4. Finally, click Post Answer.

Scheduling Zoom Support Calls

Want to talk through a question with a Customer Success Manager? We’re here to help! Customer Success Managers are available during standard business hours based on your region—make sure to check the scheduling page for available time slots. 

Customer Success Managers aren’t developers and aren’t able to troubleshoot developer-related issues on a live call, nor are they able to bring Developers onto the call. 

Let’s walk through the process of scheduling a Zoom call in the Admin Console together: 

1. In the Admin Console, click on Support on the left-hand side of the page.

2. Then, click on Schedule a Zoom Meeting in the middle of the page.

3. Click Next in the pop-up window to open the Calendar.

4. Then, select the Date that works best for you.

5. Now, select the Time that works best.

6. After you’ve confirmed that the date and time work, click Next.

7. Finally, enter your Name, email address, Server URL, and any additional details for the call and click Schedule Event.

You’ll see a pop-up window confirming the date and time, along with which Customer Success Manager you’ll be meeting with. 

You’ll also receive an email with a Calendar invite and a Zoom link for your meeting: