16 docs tagged with "support"

Send help desk ticket alerts to Microsoft Teams or Google Chat, so the right team sees escalations in the channels they already watch.

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.

The bell in the admin header collects your ticket notifications in-app — replies, mentions, assignments, status changes, and automation actions — so you no longer have to live in your inbox to stay on top of the help desk.

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

Create templates that automatically open help desk tickets on a schedule, so routine and preventive work never gets forgotten.

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.

Automatically survey requesters after a ticket is resolved and track your team's satisfaction score, trend, and per-technician and per-department breakdowns.

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.