Customer Support Portal

  • Updated on May 28, 2025
  • Published on May 22, 2025
  • 2 minute(s) read
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Overview

The DataBee Customer Support Portal is a comprehensive self-service platform that enables users to create, manage, and track customer support tickets and product enhancement requests. This integrated solution streamlines support workflows while providing full visibility into ticket status and resolution progress.

Key Features

  • Self-Service Ticket Creation: Create support tickets and enhancement requests directly within the DataBee interface

  • Real-Time Status Tracking: Monitor ticket progress from submission to resolution

  • Collaborative Workflows: Add team members as watchers for shared visibility

  • Attachment Management: Upload and manage supporting documentation

  • Threaded Communication: Maintain organized conversation history with support staff

  • Filtering and Organization: Sort tickets by status, priority, and ownership

Getting Started

Accessing the Support Portal

  1. Navigate to the Help icon in the top right corner of your DataBee interface

  2. Select Support from the dropdown menu

  3. You will be directed to the Customer Support Portal dashboard

Portal Navigation

The support portal interface includes:

  • Help Documentation Link: Access to complete DataBee documentation (top left)

  • Ticket Summary Panel: Overview of all your tickets (left sidebar)

  • Ticket Details View: Comprehensive ticket information (main panel)

  • Action Buttons: Create new tickets and manage existing ones

Creating Support Tickets

New Ticket Creation

  1. Click the New Ticket button in the portal dashboard

  2. Complete the ticket creation form:

Required Fields:

  • Subject: Brief description of the issue or request

  • Type: Select "Issue" for support requests or "Enhancement" for feature requests

  • Description: Detailed explanation of the problem or enhancement

  • Priority: Set ticket priority (Low, Medium, High, Critical)

Optional Fields:

  • Watchers: Add team members who should receive updates

  • Attachments: Upload relevant files, screenshots, or documentation

  1. Click Submit to create the ticket

Confirmation Process

Upon ticket creation:

  • A confirmation email is sent to your registered email address

  • The ticket appears in your portal dashboard

  • All watchers receive notification emails

  • A unique ticket number is assigned for tracking

Managing Tickets

Ticket Status Overview

Ticket Summary Panel displays:

  • Ticket number and subject

  • Current status (Open, Resolved, Awaiting Customer Response)

  • Priority level

  • Creation and last updated timestamps

  • Ownership indicators:

    • Person icon: You are the ticket owner

    • Eye icon: You are a watcher

Ticket Details

The main panel provides comprehensive ticket information:

  • Complete ticket description

  • Attachment thumbnails and previews

  • Full conversation history

  • Current assignee and status

Editing Tickets

Ticket Owners can:

  • Modify priority levels

  • Add or remove watchers

  • Upload additional attachments

  • Add comments and updates

  • Close resolved tickets

Watchers can:

  • View all ticket details

  • Add comments to the conversation

  • Upload attachments via comments

  • Receive automatic updates

Communication Features

Comment System

The threaded comment system enables:

  • Bidirectional Communication: Exchange messages with support staff

  • Team Collaboration: Include watchers in conversations

  • Conversation History: Maintain complete record of all interactions

  • Attachment Sharing: Add files through comments

Notification Management

Email Notifications are sent for:

  • New ticket creation

  • Status changes

  • Ticket resolution

Organization and Filtering

Status Categories

Filter tickets by status:

  • Open: Active tickets requiring attention or in progress

  • Resolved: Completed tickets with solutions provided

  • Awaiting Customer Response: Tickets pending your input or feedback

Sorting Options

Organize tickets by:

  • Creation date

  • Last updated date

  • Priority level

  • Ticket type (Issue vs Enhancement)

Product Enhancement Requests

Enhancement requests follow the same workflow as support tickets:

  1. Select Enhancement as the ticket type

  2. Provide detailed feature description

  3. Include business justification and use cases

  4. Set appropriate priority level

  5. Add relevant stakeholders as watchers

Enhancement requests are reviewed by the product team and tracked through the same portal interface.