The View All Support module shows all internal support tickets across the company in one place, regardless of who raised the ticket or which Support Category it belongs to. This is a read-only page. You can look, search and filter. You cannot change a status, change a priority, or leave a comment from here.
Where to Find It #
- The full ticket list
Route: Dashboard → Support → View - Open one ticket
Use Action → View on any row. - Permission setup (admin only)
Route: Dashboard → Admin → Permission → Support
Who Can Use This Feature #
Subscriber Admin — the company’s owner account — can always open this page and see every ticket. No permission is needed.
Employees can open it only with the permission below.
Permission Behavior
- View All Supports
Required action: View
Opens this page and shows every support ticket in the company — not only the ones you raised, and not only the categories you resolve for.
Without it, and without being the Subscriber Admin, the page shows a No Access screen.
The permission can be given to one employee, or to a whole team at once. See the Permissions Management guide.
Good to know: The View All Supports permission is enough to open and view any support ticket’s details. You do not need to be the requester, a Resolver, or have Create Support Request (For On Behalf).
Before You Start #
- Your plan must include Support. Support is a paid feature. If your subscription plan does not include it, this page shows a lock screen instead of the list. Your admin also cannot give out View All Supports until the plan includes Support.
- The permission must be assigned. Ask your Subscriber Admin to turn on View All Supports for you or for your team.
What the List Shows #
The columns are:
- ID — the Request ID of the ticket.
- Requested By — the employee the ticket is for.
- Category — the Support Category it was filed under.
- Priority — Normal, Medium or High.
- Status — Created, In Progress, Resolved or Closed.
- Attachment — a simple tick or cross showing whether the ticket has files. It is not a download link.
- Requested Date — when the ticket was submitted.
- Action — View only. There is nothing else in this menu.
Finding the Tickets You Need #
- Search — the box is labelled Search by Name, email or ID. Type a Request ID, or the employee’s name or email.
- Filters — the Filters button opens Priority, Status and a Requested Date range. Click Apply to use them, or Clear to remove them all.
- Columns — the Columns button lets you hide the columns you don’t need.
- Rows per page — choose 10, 20 or 30 at the bottom.
Good to know: the date range needs both dates. If you fill only one, nothing happens and you get “Please select both start and end dates.” If the end date is before the start date, you get “Start date cannot be after end date.”
Good to know: the small number on the Filters button counts Priority and Status only. A date range still works even when that number does not go up.
Viewing a Ticket’s Details #
Click View to open the ticket. The page is titled “Support Request Details” followed by the Request ID. Opened from this page, it has only two tabs.
- Overview — holds three cards. Requester Information shows the name, photo, employee ID, designation, department, email and reporting manager. If there is no manager, it says “No reporting manager assigned”. Support Details shows the Status, Priority Level, Support Category, Submission Date, Last Updated, and the full issue description. Timeline is explained just below.
- Attachments — the files the employee sent with the ticket.
The Timeline card is what makes this page useful for reporting. It is a small table with three columns: Date, Action and Action By. A new row appears each time the status changed:
- Created — always there, with the person who actually filed the ticket.
- In Progress — with the Resolver who started the work.
- Resolved — with the person who marked it Resolved.
- Closed — with the person who Closed it.
Each row keeps its own date and its own name, so you can see exactly how long a ticket sat at each step, and who handled it. If nothing has happened yet, the card says “No action taken yet.”
Good to know: This page is view-only. You can check the ticket details, but you cannot change its status or priority, or view/add comments here — even as the Subscriber Admin. To work on a ticket or access its comments, open it from Support → Resolve (for Resolvers or the Subscriber Admin) or from the employee’s Support → Create list. If the requester is the Subscriber Admin, their designation appears as “Admin.”
Your Daily Routine #
- Go to Dashboard → Support → View.
- Filter by Status: Created to spot tickets nobody has picked up yet. These are usually categories with no Resolver, or with a Resolver who is away.
- Filter by Priority: High to check the urgent ones are moving.
- Open a slow ticket and read its Timeline to see where it got stuck, and who has it.
- To actually do something about it, go to Support → Resolve, or talk to that category’s Resolvers.
Notifications and Activity Log #
This page sends no notifications and no emails, because nothing here changes a ticket. Holding View All Supports also does not sign you up for ticket notifications — those go to the employee and to the category’s Resolvers only.
Activity Log. Everything that happens to a ticket anywhere in Office-X — created, edited, status changed, comment added — is written to Dashboard → Activity Log, with the date and the person who did it. Use the Activity Log when you need a company-wide history, and this page when you need the current picture.
Summary #
View All Support gives the Subscriber Admin, and anyone with View All Supports, a full view of every internal support ticket in the company. Search, filter and read the Timeline to see who handled what and when. It is purely a monitoring page — no status changes, no priority changes, no comments and no export. For anything beyond looking, go to Support → Resolve.
