12 docs tagged with "support"

How students and staff check on a support ticket from the User Portal — reading replies from support and responding back, including attaching screenshots or files to a reply.

Detailed analytics and reporting for your support ticketing system

How end users find every support ticket they've opened — current status, last update, and how to find a specific ticket fast.

How administrators create support tickets on behalf of users for phone, walk-in, or proactive support requests.

Initiate a Chrome Remote Desktop session from a ticket so you can see the user's screen and walk them through a fix without leaving your desk.

Let student workers staff your help desk without showing their names to the people they help. Flag a role as a student worker role, then choose which help desk departments hide those names on ticket replies.

How students and staff open a support ticket from the User Portal (the end-user-facing side of Manage1to1) — including selecting the specific device or cart slot the ticket is about.

Real-time analytics and performance metrics for your help desk

The Ticket History tab shows all support tickets associated with a user, including request details, status, assigned technicians, and resolution dates.

Manage individual support tickets by replying to users, adding internal notes, changing status, and tracking conversation history.

Subscribe admins to a ticket to receive every reply, note, and field-change notification — manually via the Watch toggle or automatically by @-mentioning them in a reply.

Browse, filter, and manage all support tickets from the View Tickets page with queue tabs, search, and auto-refresh.