How to Manage Support Ticket Settings in Your Organization from the Admin Console

As an Admin, you can configure and manage Support Ticket settings for your organization directly from the Admin Console. This guide will walk you through adjusting these settings to control how users interact with Support Tickets.

Allowing Users to submit Support Tickets

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

2. Next, click on the gear icon to open Settings.

3. Toggle On or Off the switch next to Allow Users to Create Support Tickets.

4. Finally, click Save Changes.  

Allowing Users to Schedule Zoom Calls

Let’s walk through the process of allowing users to enable Zoom Calls. 

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

2. Then, click on Settings on the right-hand side of the page.

3. Alternatively, if Allow Users to Submit Support Requests is disabled, you can click on Support Settings in the yellow box.

4. Toggle On the switch next to Allow Users to Submit Support Requests if it isn’t already.

5. Toggle On the switch next to Users can schedule Zoom meetings.

6. Finally, click on Save Changes.

Navigating the Support Dashboard

Now you know how to create Support Tickets. Let’s explore how the Support Dashboard provides an overview of all workspace interactions through a central table and detailed sidebars.

Table View Details

1. Name: Displays the title or subject line of the support request.
2. Responses: Indicates the total number of replies exchanged on the ticket.
3. Status: Shows the current progress of the request (e.g., Open, Resolved, Closed).
4. Type: Categorizes the nature of the submission directly from the dropdown menu.
5. User: Displays the requester’s avatar, name, and account role (e.g., Admin, User).
6. Last Update: Shows the date when the request was most recently modified or answered.
7. Opened: Displays the original creation date of the request.

User Information Sidebar

When you select a user from the table, a user info sidebar opens to display essential contact details and account permissions for the person who submitted the request.

Organizing and Managing Requests

Type Management

Categorize requests directly within the table view using the Type dropdown:

Issue: Technical problems, bugs, or errors requiring troubleshooting and resolution.

Feature Request: Suggestions or ideas for new functionality and platform enhancements.

Feedback: General comments, opinions, or general user experience input.

Filter Panel

Click the Filter button next to the search bar to narrow down displayed records using the following criteria:

1. Status: Filter by request state, choosing from Open, Resolved, or Closed.
2. Type: Isolate tickets categorized as Issue, Feature Request, or Feedback.
3. User: Target requests submitted by specific members.
4. Last Update: Narrow results by the timeframe.
5. Created: Filter by the date or date range the ticket was originally created.
6. Show Archived Support Requests: Check this box to include archived items in your search results.

Data Export

You can click on the Download icon in the table and select CSV or Excel file to download for offline reporting.

Archive & Restore

Keep your active queue clean by archiving tickets that no longer interest you. 

1. You can Archive tickets by clicking the checkbox next to them and clicking on Archive.

2. In the pop-up window, click on Yes, Archive it.

You can easily restore your archived tickets at any time. Here’s how:

1. In the Support page, select the Show archived support requests checkbox in the filter panel.

2. Next, select the checkbox and click on Restore to restore the ticket.

3. In the pop-up window, click on Yes, Restore it.