Using the Support Manager Dashboard

The Support Manager is an email-based ticketing system and the hub of all internal and client support communications. Incoming correspondence, called tickets, are received by email and the Support Manager.

The Support Manager is organized by your internal departments, such as support, billing, and sales. This keeps all aspects of your business communications in one place. You can also tailor the Support Manager by managing user preferences.

Accessing the Support Manager

• From the Ubersmith Dashboard, click Support.
  
  The Support Manager Dashboard appears.

Viewing Support Tickets

When you first access the Support Manager Dashboard, the default support department appears. Subsequent access displays the last view you chose. You can easily move between departments, users, or ticket classifications to view tickets.

1. Access the Support Manager.
2. Click the Support Manager View Panel arrows to toggle the panel on. Clicking the pushpin icon keeps the panel permanently displayed.
   

3. Select the panels’ information orientation to view either tickets by department, user, or classifications. 

   
   The chosen information displays in the panel.

4. If you chose Users, select Show all users to display all users that have assigned tickets.
   

5. Click the caret next to the department, user or classification, based on the orientation you chose to view tickets, to display the tickets types.

6. 
7. Click the ticket type to display a list of tickets in that state.
   
   A page displaying all tickets in the selected ticket type opens.
8. Click the ticket you want to view.
   

Refreshing the Support Manager

1. Access the Support Manager.
2. Click Refresh to immediately update the Support Manager Dashboard.
3. In the Auto-Refresh field, select the time frame to update the Support Manager Dashboard.
   

Updating Tickets in Batches

You can edit more than one ticket at a time. There are two quick edit vehicles, the Quick Edit Multiple Tickets and the Update Selected fields.

Quick Editing Multiple Tickets

The Quick Edit Multiple Tickets opens a page to bulk update standard and custom fields for support tickets. You can update multiple fields in multiple tickets with the same values. You can update author, CC, subject, owner, department, classification, priority, impact, status, and any custom fields you have configured.

1. Access the Support Manager.
2. From the Support Manager Dashboard, select one or more tickets.
3. Click Quick Edit Selected.
   
   The Quick Edit Multiple Tickets page appears.
4. For the tickets you have selected from the Support Manager Dashboard, select the updates you want to make to all selected tickets, then in the field, enter the specific changes.
5. Click Save.
   

The Update Selected fields contain a group of fields to perform specific actions for tickets, including changing ticket type, priority, impact, classification, owner, department, read/unread, subscription, and merges.

1. Access the Support Manager.
2. From the Support Manager Dashboard, select one or more tickets.
3. In the Updated Selected field, select what you want to update.
4. Click more to display all available actions at once, click less to choose the action from a single drop-down field.