IT Support
Support agents: ticket queue and staff dashboard
For staff with support.agent permission.
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Support agents use the staff area (sidebar → Support Hub → Team dashboard / Ticket queue):
• View and assign incoming tickets
• Update status, priority, and internal notes
• Reply to requesters and escalate when needed
• Monitor analytics (if permitted)
HR complaint inbox and suggestion review are separate permissions (support.hr_complaints, support.suggestions). Configure SLAs and FAQ articles from support settings for admins.
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