SUPPORT PORTAL

Ticket visibility and support requests

Who can submit requests, and who can see what

The BuildingPoint Support Portal gives every registered user direct access to BuildingPoint Support. All users can submit requests and communicate with our team.

While everyone has the same ability to raise a ticket, your organisation can choose how much visibility each user has, whether they see only their own tickets or all tickets raised across your organisation.

WHO CAN SUBMIT REQUESTS?

Any registered portal user can submit a request at any time. There are no role-based restrictions, so all users have equal access to raise tickets with BuildingPoint Support.

TICKET VISIBILITY OPTIONS

When a user is granted access, one of the following visibility settings applies:

COMMON APPROACH

Many customers use a combination of both settings. For example, system administrators and managers get visibility of all organisational tickets, while general users see only the requests they've raised themselves.

MANAGING SUPPORT REQUESTS WITHIN YOUR ORGANISATION

Since all registered users can submit requests directly to BuildingPoint Support, many organisations set up an internal process to manage and prioritise support activity. We recommend considering:

A clear internal process helps ensure requests are appropriately authorised, contain the necessary information, and can be resolved as efficiently as possible.

BENEFITS OF A CLEAR SUPPORT PROCESS

Organisations that combine direct access with a well-defined internal process often see:

Questions about access or visibility settings? Reach out via the Support Portal.