--- title: "Customer Support Portal" slug: "customer-support-portal" updated: 2026-04-10T20:11:01Z published: 2026-04-10T20:11:01Z canonical: "docs.databee.buzz/customer-support-portal" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.databee.buzz/llms.txt > Use this file to discover all available pages before exploring further. # 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](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/DataBee%20-%20Support%20Portal.mp4?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) ### 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 ![Image](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/image(470).png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) 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. | Role | Ticket Visibility | Create | Update | Comment | | --- | --- | --- | --- | --- | | **Administrator** | All tickets in the tenant | Yes | Yes | Yes | | **Support Global Watcher** | All tickets in the tenant | Yes | Yes | Yes | | **Data Engineer** | Own tickets and watched tickets only | Yes | Own tickets | Yes | | **Security Analyst** | Own tickets and watched tickets only | Yes | Own tickets | Yes | | **Cyber Risk** | Own tickets and watched tickets only | Yes | Own tickets | Yes | | **Compliance Manager** | Own tickets and watched tickets only | Yes | Own tickets | Yes | ### 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** ![06-users-list.png](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/06-users-list.png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D){height="" width=""} *The Users page under Access Management shows all tenant user accounts with their assigned roles.* ![09-create-user-form.png](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/09-create-user-form.png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) *The Create User form. Use the Role dropdown to assign the Support Global Watcher role.* ![10-role-dropdown.png](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/10-role-dropdown.png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) *The Role dropdown showing all available roles, including Support Global Watcher.* ![11-role-selected-global-watcher.png](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/11-role-selected-global-watcher.png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) *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 ![Image](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/image(471).png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) 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 ![Image](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/image(472).png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) 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 > **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 ![Image](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/image(473).png?sv=2026-02-06&spr=https&st=2026-10-30T11%3A37%3A03Z&se=2026-10-30T12%3A37%3A03Z&sr=c&sp=r&sig=ejbubshP%2B8tELDVhd6d18EdGHDVBZjxRAKMgTc8IqtA%3D) - 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 | | Per-Ticket Watcher | Support Global Watcher | | --- | --- | --- | | **Scope** | Specific tickets they are added to | All tickets in the tenant | | **Setup** | Added individually per ticket | Assigned once via User Management | | **Notifications** | Receives updates for watched tickets | Receives updates for tickets they interact with | | **Best for** | Stakeholders interested in specific issues | Team leads or support ops needing full visibility | --- ## 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.