Support Tickets: Permissions Settings

Understanding Permissions Settings for Support Tickets

Permissions Settings let you determine which staff members have access to view, respond to, and manage support tickets within Unificus.

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Accessing Permissions Settings

To reach the Permissions Settings for Support Tickets:

1. Open the Support section from the left navigation menu to load the Support Ticket toolkit
2. Select the three-dot menu next to the Support Title in the left sidebar and choose Permissions Settings, OR
3. Click the Key icon on the right menu

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Configuring Your Support Ticket Permissions

Step 1: Grant View Access

First, decide which staff members should be able to see Support Tickets. This makes the Support menu visible in your portal and provides access to the Support Ticket toolkit. You can assign view permissions by:

• Specific role
• Individual staff member
• Team

Step 2: Grant Reply and Assignment Permissions

Click the Advanced Options button to enable reply and assignment capabilities. These permissions apply only to the staff members you selected in Step 1.

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New Ticket Notifications

Any staff member with Support Ticket access automatically receives notifications when new tickets arrive.

To customize these notification emails, navigate to Flyout > Email Templates. Learn more about Email Templates