Run a support desk

The Support desk is where you answer your customers. Tickets come from two places: your customers’ tenant portals and the public support form on your storefront.

Handle tickets

1. Open Support to see the queue with status and priority.
2. Open a ticket to read the thread and reply — the customer is notified and can respond in the same thread.
3. Change status (open → pending → closed) as you work it.

Public (no-login) tickets

Visitors can submit a request from your storefront’s support page and track it with a reference number and their email — no account needed. These land in the same queue.

Tips for fast resolution

• Build a knowledge base for common questions so customers self-serve before they open a ticket.
• Ask for the domain and exact error up front (your ticket form can prompt for this).
• Point customers at the relevant tenant guide (e.g. Email, Websites) when it’s a self-service fix.

Enabling the AI Copilot for your customers deflects routine questions and common tasks before they reach your desk.