Supportcontacten instellen
Configure support contact information
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Configure support contact information
Support contact settings define the channels surfaced to requesters in the self-service portal, assistant guidance, and support-facing messages. The current admin page organizes support information into general support, emergency support, escalation contacts, and self-service resources. Accurate support information helps users choose the right channel, gives Richard reliable support guidance, and keeps email or portal instructions aligned with the tenant's real operating model.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Using a personal email address as the support email means replies go to one person, not the shared inbox. Always use a team mailbox.
- If business hours are not set, SLA and support expectation messaging can become misleading.
- Emergency support should define when it is appropriate to use the emergency channel; otherwise users may escalate routine requests.
- Self-service links should point to actual portal and knowledge base routes users can access.
- Go to Configuration → Support Information.
- Open General Support and enter the shared support email, phone number, business hours, and timezone.
- Open Emergency Support and enter the emergency phone, availability, criteria, and expected response time.
- Open Escalation Contacts and enter Level 2, Level 3, or manager contacts as appropriate.
- Open Self-Service Resources and enter the portal URL, knowledge base URL, and chat availability.
- Review which cards are marked Configured versus Not Configured.
- Save settings.
Expected outcome: The user has reviewed the result of configure support contact information in the application.
Aanbevolen werkwijze
- Leg vast wie belangrijke instellingen beheert.
- Houd organisatie- en supportgegevens actueel.
Gerelateerde handleidingen
Lees verder in Werkruimte instellen
Organisatie, supportinformatie, functies, voorkeuren en historie.