How to Set up Support Functions – Part I - Setup

Question:
How do I set up and use the support functions for my projects?

Answer:
Overview

Project Studio provides and integrated support system that can be utilized to provide support for your projects. It allows public users to submit support tickets for projects via the built-in support front-end pages. All those tickets are received in the special support folder and can be viewed and managed as tasks in the project area. This provides communication with customers through discussions for their support ticket and notifications for status change.

Setup

1. Select a project and go to the Support tab
2. Select the Enabled option to enable the support front-end functionality
3. Enter details:
- Support Name - the public name that customers will see; normally the project name
- Support Email - the support email used for communication with customers
- Reset Email Subject - the subject of the email that customers will receive when register or reset their passwords
- Private Project – an option to indicate if this is a private or public project
- Anonymous Posts - if this option is selected then in discussions customers will see the support name instead of the actual Project Studio user name. For example, if this option was selected for the demo project then customers will see "Aspen Furniture Inventory App Support", otherwise they will see "David Campbell".
- Support Inbox - the folder where all support tickets and related tasks will be added
- Support Theme - the theme (images, colors, and icons) for the support front end. Currently there is only "Default" theme, but more will be added in the future or per customer request.
- Task Type - the type (bug, support, change request, etc.) of the task that will be added in Project Studio related to the support ticket
- Default Status - the initial status of the task (New, Open, etc.)
- Default Priority - the initial priority of the task if the customer did not mark the support ticket as important
- Important Priority - the initial priority of the task if the customer marked the support ticket as important
- Assigned To - user or team that the support tickets will be assigned to initially
- Reported By - user or team that the support tickets will be reported by initially
4. Click Save to confirm the changes