Efficiently manage internal support requests and system issues
The Support Module ensures that employees can report issues, communicate with admins and permitted employees, and track resolution progress — all in a structured and transparent way.
The module has three main routes: Create, Resolve, and View.
Create Support Ticket #
- On dashboard → support → create, Employees can submit a support ticket if they face any system issues or other work-related problems.
- My Support Requests: Employees can see a list of all tickets they’ve created.
- Edit: Tickets can be edited by the employee until a status change occurs (e.g., once an admin and permitted employees updates the status, editing is disabled).
- View Ticket Details: There are three tabs:
- Overview – summary of the ticket
- Attachments – files or screenshots related to the issue
- Comments – employees can communicate with admin and permitted employees, add further attachments, and provide clarifications
Resolve Support Ticket #
- On dashboard → support → resolve, route is for admins or members assigned under Support Category.
- Admins can:
- Review incoming tickets
- Set priority for better tracking: High, Medium, Normal
- Update ticket status: In Progress → Resolved → Closed
- Communicate with employees via comments, share attachments, and provide instructions
This ensures issues are addressed systematically, and all communication is logged for accountability.
View Support Tickets #
- On dashboard → support → view, route allows authorized users (e.g., CEO or management) to view all tickets without performing any operations.
- Provides a complete overview of support activity for monitoring purposes.
Permissions #
- Access to Create, Resolve, and View support tickets is controlled via Admin → Permissions.
- Admins can assign feature-wise permissions to employees or teams to regulate who can create, resolve, or view tickets.
Why It Matters #
- Employees can report issues quickly and transparently.
- Admins and support members can prioritize and resolve tickets efficiently.
- Management can monitor all tickets and stay informed without interfering in operations.
- Complete communication history and attachments are maintained for accountability.
In Short #
The Support Module in Office-X streamlines internal issue reporting, resolution, and oversight, keeping your organization productive, transparent, and responsive.
