Customer Support Portal

# Customer Support Portal

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.

DataBee - Support Portal.mp4

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
• Global Watcher Role: Provide designated users with full visibility into all tenant support tickets without requiring administrator access
• 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

The Help dropdown menu in the top navigation bar. Click "Support" to access the Support Portal.

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

User Roles and Ticket Visibility

Access to support tickets is determined by the user's role and their relationship to individual tickets. The following table summarizes what each role can see and do within the Support Portal.

Support Global Watcher Role

The Support Global Watcher is a tenant-level role designed for support operations teams, team leads, or designated personnel who need full visibility into their organization's support activity without requiring full administrative privileges.

Key characteristics:

• Full ticket visibility: See every support ticket submitted by any user in the tenant
• Create and update tickets: Submit new tickets and modify existing ticket details
• Add comments: Communicate on any ticket in the tenant
• Tenant-scoped: Access is limited to the user's assigned tenant only
• No administrative access: Cannot access system configuration, user management, or other administrative functions

The Support Global Watcher role provides the same Support Portal access as an Administrator, but without granting access to Data Lakes, Data Collectors, User Management, Integrations, or other system configuration areas.

Assigning the Support Global Watcher Role

Administrators can assign the Support Global Watcher role through the User Management page.

To create a new user with the Support Global Watcher role:

1. Navigate to Configuration > Access Management > Users
2. Click the Create User Account button
3. Fill in the user's First Name, Last Name, and Email address
4. In the Role dropdown, select Support Global Watcher
5. Click Submit

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The Users page under Access Management shows all tenant user accounts with their assigned roles.

The Create User form. Use the Role dropdown to assign the Support Global Watcher role.

The Role dropdown showing all available roles, including Support Global Watcher.

The Create User form with Support Global Watcher selected as the role.

To change an existing user's role to Support Global Watcher:

1. Navigate to Configuration > Access Management > Users
2. Find the user in the Users list
3. Click the Edit icon in the Actions column
4. Change the Role dropdown to Support Global Watcher
5. Click Submit

Note: Upon creation, users receive an email to the provided address containing a one-time password for initial login.

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
  

3. 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

Note: Support Global Watchers see all tenant tickets in the Ticket Summary Panel regardless of ownership or watcher status. Tickets where you are neither the owner nor a listed watcher will still appear in your ticket list.

Ticket Details

The main panel provides comprehensive ticket information:

• Complete ticket description
• Attachment thumbnails and previews
• Full conversation history
• Current assignee and status
  
• Watchers list (all team members receiving notifications for this ticket)

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

Support Global Watchers can additionally:

• View all tickets in the tenant, not just their own or watched tickets
• Add comments to any ticket
• Create new tickets on behalf of the organization

Managing Watchers

The Watchers feature allows team members to receive automatic notifications about any updates, comments, or status changes to a ticket. Watchers can monitor progress without being directly assigned to the ticket.

Adding Watchers When Creating a Ticket

• Use the Watchers multi-select field to type or select email addresses
• Only active users within the tenant appear as suggestions
• Custom email addresses can be typed directly

Editing Watchers on an Existing Ticket

1. Click on a ticket to view its details
2. Click the Edit button (available to ticket owners)
3. Modify the Watchers field as needed
4. Click Submit to save changes

Note: Watchers are automatically CC'd on all comment notifications for the ticket.

Per-Ticket Watchers vs. Global Watchers

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.