Support

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:
  1. Overview – summary of the ticket
  2. Attachments – files or screenshots related to the issue
  3. 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.

Comments & Communication #

All tickets include a comments section that allows ongoing discussion between employees and admins or permitted users. Comments can include text, files, and are timestamped for accountability. This ensures that every issue is clearly documented and that instructions, clarifications, or updates are easy to track.

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.

Summary #

The Support Module in Office-X streamlines internal issue reporting, resolution, and oversight, keeping your organization productive, transparent, and responsive.