The Create Support Request module lets employees raise an internal support ticket to your company’s own admin or support staff — for example, an HR question, an access issue, or anything else you need help with from within your organization.
Good to know: this is your company’s internal support ticket system — employees raising issues to their own admin/support staff. It’s a completely separate feature from Business Support, which is where your company contacts Office-X itself. Don’t confuse the two.
Related Setup and Navigation #
- Support Category Setup
Route: Dashboard → Admin → Support Category
Used to create the categories employees choose from when raising a ticket, and to assign the Resolvers who get notified and can act on tickets under each category. Please check the Support Category guide for a better understanding. - Permission Setup
Route: Dashboard → Admin → Permission → Support
Used to assign the permission for creating (and editing) tickets on someone else’s behalf. Please check the Permissions Management guide for a better understanding. - Create Support Request
Route: Dashboard → Support → Create
Used by employees to raise a ticket for themselves, or by permitted users to raise one on behalf of another employee.
Without at least one Active Support Category configured, there’s nothing to choose from when raising a ticket — set up at least one category before anyone needs to file one.
Who Can Use This Feature #
Every employee can raise a support ticket for themselves, with no permission needed at all. Unlike Leave, Bill, Travel, and Purchase requests, there’s no separate “For Own” permission gating this — creating your own ticket just works out of the box.
Subscriber Admin can raise a ticket on behalf of any employee, without needing any specific permission.
Permission Behavior
One permission controls raising a ticket on someone else’s behalf:
- Create Support Request (For On Behalf)
Required action: Create
Shows a Search Employee field in the Create Support Request form, letting you pick any employee and raise the ticket on their behalf instead of your own.
Without this permission, the form only lets you raise a ticket for yourself.
Good to know: the employee you’re raising a ticket for must be an active, licensed employee — you can’t raise one on behalf of someone who’s inactive or without a license.
Good to know: this permission only controls creating a ticket on someone’s behalf — a related, separate permission, Edit Support Request (For On Behalf), controls editing a ticket you filed for someone else afterward (see Editing Your Ticket below).
This permission can be assigned directly to an employee, or to an entire team at once. See the Permissions Management guide for how to assign permissions.
Create Support Request Form #
The form is intentionally short:
- Search Employee
Appears only for users with Create Support Request (For On Behalf) permission (or the Subscriber Admin). Used to select another employee when raising a ticket on their behalf. - Support Category
Required. Only the Active categories your admin has configured show up here — see the Support Category guide. - Describe Issue
Required, 1–1000 characters. Explain what you need help with. - Attachments
Optional, up to 5 files (JPG, JPEG, PNG, or PDF).
Good to know: there’s no Title/Subject field, and no Priority you can set yourself when raising a ticket — every new ticket starts at Normal priority automatically. Priority can only be changed afterward, by whoever resolves it (see the Resolve Support Requests guide).
What Happens After Submission? #
After a ticket is submitted:
- Its status becomes Created.
- You (the employee it’s for) get a confirmation — an in-app notification titled “Support Request Submitted,” plus an email confirming your request was submitted successfully.
- Everyone listed as a Resolver on that category gets their own separate notification and email, titled “New Support Request,” naming you as the person who raised it.
- The ticket appears in your ticket list, ready to be picked up by any of that category’s Resolvers.
Good to know: if the category you picked has no Resolvers assigned at all, nobody is notified — the ticket just sits there until someone happens to check for it. See the Support Category guide for why it’s important every Active category has at least one Resolver.
Your Ticket List #
The same Dashboard → Support → Create page also lists every ticket that’s about you — both ones you raised yourself and ones someone else raised on your behalf.
Good to know: unlike the Resolve and View pages, this list has no search box and no filters — you can sort by column and show/hide columns, but you can’t filter by status, priority, or date here. With a lot of tickets, that’s worth keeping in mind.
Viewing Ticket Details #
Clicking into any ticket from your list opens its full details, titled “Support Request Details” along with its Request ID. This is organized into up to three tabs:
- Overview — a Requester Information card (the employee’s name, photo, employee ID, designation, department, email, and their reporting manager, or “No reporting manager assigned” if they don’t have one), plus a Support Details card showing the current Status, Priority Level, Support Category, the Submission Date, the Last Updated date, and the full issue description you originally wrote.
- Attachments — any files you uploaded with the ticket.
- Comments — the full comment thread on the ticket, with a count badge showing how many comments exist.
Good to know: if the requester is the Subscriber Admin rather than a regular employee, the Requester Information card shows “Admin” in place of a designation.
Editing Your Ticket #
You can edit a ticket’s category, description, and attachments any time it isn’t already Resolved or Closed — including while it’s In Progress. Once it’s Resolved or Closed, it’s locked from further edits.
If you hold Edit Support Request (For On Behalf), you can also edit tickets raised on someone else’s behalf, and reassign who the ticket is for.
Good to know: there’s no Delete option anywhere for support tickets — once raised, a ticket stays on record. If it turns out to be unnecessary, the simplest thing is to mark it Resolved or Closed yourself (see below) rather than trying to remove it.
Resolving or Closing Your Own Ticket #
You don’t have to wait for a Resolver — from your own ticket list, you can mark your own ticket Resolved or Closed yourself at any time, for example if you’ve sorted the issue out on your own. This works even though you’re not a Resolver on that category — it’s a right you always have over your own ticket.
Good to know: once Resolved or Closed, a ticket is final — there’s no way to reopen it, by you or anyone else, including the Subscriber Admin. If the same issue comes up again, raise a new ticket instead.
Comments #
You can add comments to your ticket to provide more detail or reply to a Resolver, with up to 5 file attachments per comment.
Good to know: stick to JPG, PNG, or PDF files for comment attachments. The file picker may show other image formats (like GIF or WEBP) as selectable, but they’ll be rejected with an error when you try to post — only JPG, PNG, and PDF actually go through.
Who can comment: you (the ticket’s owner), the person who raised it on your behalf (if applicable), the Subscriber Admin, that category’s Resolvers, and anyone holding Create Support Request (For On Behalf).
How long you can comment: only while the ticket is not yet Resolved or Closed. Once it is, commenting closes for everyone; comments made before that remain visible.
Whenever anyone comments, everyone else with visibility into that ticket — the Resolvers, the Subscriber Admin, and you — gets a “New Comment Added” notification (except whoever posted the comment).
Summary #
The Create Support Request module lets any employee raise an internal ticket instantly, with no permission required for their own requests. Tickets route automatically to the right people based on the category’s configured Resolvers, can be edited or commented on right up until they’re Resolved or Closed, and — uniquely among Office-X’s request-style features — you can close out your own ticket yourself at any time, without needing anyone else’s approval.