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How can all admins see all support tickets open with zoom?

CComus
Listener

We have several Admins on our Zoom Phones account. We frequently check-up on each other's tickets. When one Admin submits a ticket with Zoom Support, we'd like that ticket to be visible to all Admins for Zoom in our organziation. How can I set it up this way - so all support tickets open with Zoom Support for our organization are shown to all Admin users?

11 REPLIES 11

Rupert
Creator

Hi @CComus 

 

If you have an account of such size (Enterprise for example) I would definitely reach out to your Customer success manager or Account Representative about this.

 

Rupert

 

 

 

Thanks, Rupert. Unfortunately I'm too small a fish. I tried asking Zoom Support through a chat session, and it said I didn't have a pricey enough package to include chat support.

Hi @CComus  Sorry - I missed the fact you were asking specifically about Zoom Phone (I should have seen where you posted!) I am less familiar with Zoom Phone Support, so I may have been giving the wrong impression. 

ChrisO
Community Champion | Customer
Community Champion | Customer

If you cc people on the ticket they can also respond to it.  I have not tried using a mailing list/ group for this purpose yet but it may be worth a shot.


Please remember to mark responses as accepted if they resolve your issue.
***Sometimes success is only achieved through many failures!***

ChrisO,

Thanks for the input! How does one CC someone on a ticket? I'm not seeing that as an option, but then all my Zoom Support tickets are closed. Thanks!

ChrisO
Community Champion | Customer
Community Champion | Customer

When you open the ticket you can CC individuals. 

ChrisO_0-1633025964551.png

If you already have an open ticket you can view it in the Zoom portal and add a CC.

ChrisO_1-1633026045076.png

 

 


Please remember to mark responses as accepted if they resolve your issue.
***Sometimes success is only achieved through many failures!***

Interesting.

 

You're right @CComus - the web Submit Request form does not contain a CC field.

 

I wonder whether the "Requests I'm CC'd on" under My Requests is a leftover from when requests could be emailed - and therefore someone could be CC'd?

 

https://support.zoom.us/hc/en-us/requests/ccd

 

ChrisO
Community Champion | Customer
Community Champion | Customer

I am unsure of what you are looking at, as the screen shots above were taken as I wrote the post.


Please remember to mark responses as accepted if they resolve your issue.
***Sometimes success is only achieved through many failures!***

@ChrisO The only screen shots I've seen are the two you submitted, but they aren't form screens I'm familiar with.

CComus
Listener

@ChrisO @Rupert  - I phoned Zoom Support and asked them the question directly. They said there are no means to see all the support tickets open for one's organization from various admins. That simply isn't offered.

Thank you both for trying to help!

ChrisO
Community Champion | Customer
Community Champion | Customer

This is probably because they do not have a direct manner to achieve it. However, like most systems, there are workarounds.  I will say the approach I suggested is based on the support plan my company has and may differ from other support plans. It also will not work to see closed tickets that an admin was not CC'ed on.


Please remember to mark responses as accepted if they resolve your issue.
***Sometimes success is only achieved through many failures!***