Support Desk Manager
Support Desk Manager replaces the shared support inbox with a proper ticket area inside your portal. Every request arrives attached to the account that raised it, which means no more asking customers which release they mean.
Find it at Operations > Tickets, with reporting under Operations > Ticket Dashboard, once the add-on is active.
Why it beats an inbox
| Shared inbox | Ticket area |
|---|---|
| No owner, so everyone assumes someone else replied | Every ticket has an owner |
| Context lives in the customer's memory | The account, releases, and history are attached |
| Status is whatever the last reply implied | Explicit status on every ticket |
| Nothing is measurable | Volume, response, and resolution reporting |
What your team can do
| Action | Permission it needs |
|---|---|
| See tickets | view tickets |
| Reply and update | update tickets |
| Change priority | change priority tickets |
| Change status | change status tickets |
| Escalate | escalate tickets |
| Cancel | cancel tickets |
The Support Manager preset in Team Members grants exactly this set, plus read access to users, releases, and tracks so agents can actually investigate.
Setting up a workflow that holds
Decide who owns first response. One named person or a rota, not "the team".
Agree a response window and make it match what you published in Support Settings.
Keep the status list short. Three or four statuses everyone understands beats twelve nobody maintains.
Define what escalation means and who receives it. An escalation path nobody owns is just a slower queue.
Review unresolved tickets weekly. Backlog grows quietly and is much cheaper to catch at ten than at two hundred.
Use the history
Before asking a customer to repeat themselves, read the ticket history and their account. A large share of support time goes on re-establishing context that was already captured.
Turn repeats into content
When the same question arrives for the third time, it is not a support problem, it is a documentation gap. Write it up in Knowledge Base Manager and link to it from your reply. The two add-ons are designed to work together.
Reading the Ticket Dashboard
Look at three things:
- Volume over time. A spike usually follows a release, a price change, or a broken flow.
- Time to first response. The number your customers actually feel.
- Resolution rate. If it drops while volume is flat, tickets are stalling rather than arriving faster.
Common questions
Do customers need a separate account? No. They raise tickets from inside your portal with their existing account.
Can I still take email support? Yes. Keep Support Settings filled in. Many platforms publish both and steer customers to tickets for anything account-specific.
What happens to tickets if I deactivate the add-on? The area closes and the sidebar entry disappears. Ticket data is retained, so reactivating restores it.
Should I use this or Zendesk? If you already run Zendesk, connect it with JWT SSO instead. Running both splits your team's attention.
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