All help articles

The support desk (a team's helpdesk)

Users ask for help from webmail, and get answers there and by email. Each question is a ticket, handled by the user's own team, or sent to Zappocity support: the Zappocity help desk, where the platform's staff answer every product's customers.

For users

Help (the speech bubbles in webmail's top bar) lists your tickets and opens new ones. Choose who to ask:

• My team's admins: your company's owners and admins, when it has others. They are emailed about it.
• Zappocity support: the platform's own staff, on the Zappocity help desk. Your team's admins do not see these requests. Webmail says the request's number (ZC-41); you are emailed and follow it on your Zappocity account's Support page.

You are emailed each answer and reply on the ticket's page; replying opens it again. Close ticket when you are done. Tickets about abuse from your account are closed by the platform's staff.

For a team's owners and admins

Support in the domain admin panel lists the team's tickets and abuse tickets about the team. On a ticket:

• Reply (emailed to the user; the ticket shows as waiting for them) or write an internal note for the team, which the user never sees.
• Set the status, priority and who it is assigned to.
• Choose Platform support as the queue to send it on to Zappocity support: it moves to the Zappocity help desk with its whole history (your internal notes stay internal) and is closed here with a note of its new number. Abuse tickets cannot be closed by the team.

Notes next to a user keeps internal notes about them for the team (the platform's staff see them too), lists the user's tickets, and opens a new ticket to them.

For the platform's staff

Platform support is the Help desk (see the Zappocity help desk). A ticket staff open about a user here (including abuse tickets) goes there at once, in its support, billing or abuse queue, and the user is emailed; teams on priority support start at high priority. Platform tickets from before the move were moved there once, each closed here with a note of its new number.

Support in the admin panel lists those older platform tickets: open tickets first, then urgent and high priority. Teams whose plan includes priority support get high priority automatically, marked "priority plan". Staff with the support permission can answer and change tickets; read is enough to look.

• Notes can be for the team and staff or staff only.
• Notes next to a user (staff only or shared with the team's admins) and Open a ticket about the user, including abuse tickets, which only staff close.

From the command line: corpsuite tickets, tenant tickets acme, tenant ticket reply acme 12 body="..." internal=staff, mailbox note bob@acme.com body="...".