Tenant Overview - Settings - Support Settings

Streamlining Client Support with New Integration Features

We're excited to announce the launch of a ground-breaking operational feature designed to optimize the support process for security providers on our platform. This innovative enhancement allows for direct integration with Jira Service Management or the specification of an email address dedicated to first-line client support, significantly improving the efficiency of communication between security providers and their clients.

Key Enhancements:

• Jira Service Management Integration: Security providers can now seamlessly connect their Jira Service Management projects with our platform. This integration facilitates efficient management and tracking of client support tickets directly within their existing workflow.

• Email Support Option: Recognizing the diverse needs of our provider partners, we also offer the option to specify an email address for handling client queries. This alternative ensures providers who may not use Jira can still benefit from streamlined support management.

• Centralized Support Management: Both integration options are easily accessible within the Tenant Overview → Support Settings page, providing a unified interface for configuring and managing support channels.

Enhancing the Provider and Client Experience:

For security providers, managing client support effectively is paramount. This new feature introduces flexibility in choosing how to manage first line support queries, whether through an established Jira Service Management workflow or a dedicated support email. By integrating these options directly into the platform, we're enabling providers to ensure a smooth, efficient support experience for their clients.

How to Utilize the New Feature:

Security providers looking to leverage this feature can do so by following these simple steps:

1. Navigate to Support Settings: Access this through the Tenant Overview section on the platform via the Settings sub menu.

2. Choose Your Integration Method: Select either to integrate with a Jira Service Management project or specify a support email address.

3. Configure and Activate: Input the necessary details for your chosen method and activate it to begin routing client support interactions through the selected channel.

Jira Service Management Option

Jira Service Management support will require the following:

1. Project type must be Service Management

2. The following request types are required by the platform, details of how to create these are found here:

   1. Technical support

   2. Report a bug

   3. Suggest improvement

   4. Other questions

Open

Jira Support Form

Email Support Option

Simply a nominated mailbox address is all that is required to receive any 1st line support queries. It is recommended that this is a shared mailbox that can be accessed by more than one member of your organisation in order to service the needs of your users.

Open

Email Support Form

Commitment to Enhanced Client Support:

This feature represents a significant advancement in our efforts to enhance the support infrastructure available to our security provider partners. By offering versatile and efficient options for managing client queries, we're committed to facilitating improved communication and faster resolution times. Our goal is to not only elevate the support experience for providers but also to ensure their clients receive the responsive and effective assistance they need.