Consulting and managing tickets
The support portal provides all the necessary features to manage your tickets, including:
- create tickets
- consult open and closed tickets
- prioritize your tickets
- provide more information to the support team
Viewing all your company tickets
By default, each user can only see his own tickets.
Your organization can choose to allow some users to view other users' tickets within the same company.
For this, ask your manager to contact the support team in order to provide the list of users who can have this permission.
Centralizing ticket creation on a few users
When your company has a large team of Semarchy users, it may be a good idea to centralize ticket creation and support interaction on a few users. These key users can have a global view of all the ongoing subjects, and it can help prioritizing when there are several requests in parallel.
These key users would have the permission to submit support tickets, and other users are invited to contact their key users.
For enabling this working mode, ask your manager to contact the support team in order to provide the list of users who can have the permission "Ticket creation allowed in restricted company".