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.
Access and Navigation #
Support routes are available from: Dashboard → Support
Depending on the route, users can create their own tickets, resolve assigned tickets, or view support request information.
Permission Setup #
Support permissions are managed from: Dashboard → Admin → Permission → Support
In the Support permission section, the following permissions are available:
- View All Support Requests (Route Access)
- View Support Request Details
Both permissions use the View action toggle.
Available Support Permissions #
- View All Support Requests (Route Access)
Required action: View
Allows the user to access the support request viewing route and view support request records based on system access rules. - View Support Request Details
Required action: View
Allows the user to open and view the details of a support request, including overview, attachments, and comments.
General Access Rules #
Support access depends on multiple checks:
- User must be logged in.
- User must belong to an active tenant.
- User must have an active license.
- User employment status must be active.
- The tenant subscription must include the Support feature.
- Route-level access and support-specific permissions are applied based on the page.
If the tenant’s subscription does not include the Support feature, the page shows a locked or upgrade message instead of the support content.
Create Support Ticket #
Route: Dashboard → Support → Create
Employees can create support tickets when they face system issues or other work-related problems.
From this route, users can:
- Create a new support ticket
- View tickets they created
- Edit their own ticket until the ticket status is changed
- Open ticket details
- Communicate through comments
- Upload attachments when needed
My Support Requests #
The Create route shows the employee’s own support requests. Users can see only the tickets they created from this page.
Add New Support Request #
To create a support ticket:
- Go to Dashboard → Support → Create.
- Click Add New Request.
- Enter the ticket subject and details.
- Select the required category or related information if available.
- Upload attachments if needed.
- Submit the request.
After submission, the ticket appears in My Support Requests.
Edit Support Ticket #
Employees can edit their own support ticket only until the ticket status changes.
Once an admin or permitted support member updates the status, editing is disabled.
This protects the ticket history after support work has started.
Resolve Support Ticket #
Route: Dashboard → Support → Resolve
The Resolve route is used by tenant admins and permitted support members to handle incoming support tickets.
This route is available to:
- Tenant Admin
- Super Admin, where applicable
- Employees assigned under the related Support Category permission
Employees must be assigned to at least one permitted support category to access the Resolve route. If they are not assigned to any support category, they should see a no-access state.
Resolve Access Behavior #
For ticket resolution:
- Tenant Admin can view and manage tenant support requests, except their own where system rules exclude them.
- Permitted employees can view and manage only tickets from support categories assigned to them.
- Employees without support category access cannot resolve tickets.
What Admins or Permitted Support Members Can Do #
From the Resolve route, authorized users can:
- Review incoming support tickets
- Set ticket priority
- Update ticket status
- Add comments
- Attach files in replies
- Provide instructions or clarification
- Track issue resolution progress
Priority Options #
Priority helps support members identify ticket urgency.
Available priority levels include:
- High
- Medium
- Normal
Status Updates #
Support members can update ticket status as the issue progresses.
Common status flow:
- In Progress
- Resolved
- Closed
Status updates help employees understand the current progress of their request.
View Support Tickets #
Route: Dashboard → Support → View
The View route allows users to monitor support requests without performing resolution actions.
This route is useful for management, CEO, or authorized users who need visibility into support activity.
Users with the proper view permission can access support request information based on the available permission setup.
Relevant permissions:
- View All Support Requests (Route Access)
- View Support Request Details
View Support Request Details #
The ticket details page includes three tabs:
- Overview
Shows the main ticket summary, subject, priority, status, and related information. - Attachments
Shows files or screenshots attached to the ticket. - Comments
Shows communication between the employee, admin, and permitted support members.
Comments & Communication #
All support tickets include a comments section for ongoing communication.
Comments can include:
- Text replies
- Clarifications
- Instructions
- File attachments
- Status-related updates
All comments are timestamped and stored with the ticket, keeping the communication history transparent and accountable.
Summary #
The Support Module in Office-X streamlines internal issue reporting, resolution, and monitoring.
Employees can create and track their own support tickets from Dashboard → Support → Create. Admins and permitted support members can resolve assigned tickets from Dashboard → Support → Resolve. Authorized users can monitor support activity from Dashboard → Support → View.
Support permissions are managed from Dashboard → Admin → Permission → Support, where access includes View All Support Requests (Route Access) and View Support Request Details using the View action.