Managing Support Tickets (MobilOS Team)
This page is the operations center for the MobilOS platform support team. Here, you can view, filter, assign, and manage all support tickets opened by various client organizations.
Listing and Filtering Client Tickets
The main screen displays a list of all support tickets. To facilitate management, you can use advanced filters.
Viewing Details and Responding to a Ticket
Access Details
Click on a ticket in the list to open the complete details page.
Analyzing Information
The details screen presents all ticket information, requester data, client organization, assigned MobilOS agent, and the complete comment history.
Responding and Interacting
In the comments section, you can:
- Add Public Comment: Your response will be visible to the client, who will be notified.
- Add Internal Note: Check the 'Internal note' option so your comment is visible only to other MobilOS team members.
Advanced Ticket Management (MobilOS Admins)
Users with the OSPRO_SUPPORT_ADMIN role (or Developers) have access to additional actions on the ticket details page to change status, priority, and assign the ticket to a specific agent.
Effective management of support tickets is crucial to maintain client organization satisfaction and ensure the MobilOS platform runs smoothly for everyone.