Introducing Remote's Support Monitor

The Support Monitor feature helps company admins oversee support tickets raised by their team members within the Remote platform. This feature provides visibility into support issues, ensuring an easier overview on what’s happening with the team member’s support tickets.

There are two types of tickets visible in the Support Monitor:

• Confidential tickets/ chat conversations: Company admins can see limited information about the status, but not the content.
• Non-confidential tickets/ chat conversations: Company admins who have been CC’d into the ticket can see a summary and full conversation details.

Who Has Access to the Support Monitor?

This feature is available exclusively to company admins. The tickets you can see depend on your role. For example, a company owner can see everyone's tickets, while people managers with only direct reports access can only see their direct reports' tickets.

See also: What are the different types of company roles?

However, the extent of ticket content visible to a specific company admin depends on whether they are copied on the ticket.

How to Use the Support Monitor

1. View Tickets: Access the Support Monitor to view a list of support tickets raised by your team members
2. Monitor Ticket Status: Keep track of ticket statuses to ensure timely follow-ups.

Known Limitations

• Respond to Tickets: Currently, admins cannot reply directly through the Support Monitor. Use the original email or chat conversation for responses.
• Employee Access: This feature is only available to company admins and not to general team members.
• Historical Tickets: We try to show the full historical tickets as much as possible. However, in cases whereby there's a large number of tickets, some older tickets may be hidden.
• Notifications: There are no notifications for tickets pending replies or those unanswered for a certain period.

Practical Tips

• Regular Checks: Regularly check the Support Monitor to stay updated on support issues.
• Encourage Team Members: Encourage team members to copy relevant parties into their tickets to ensure better visibility.

We look forward to receiving your feedback! Submit any feedback on the feature to help us prioritize future improvements.