2 Replies Latest reply: Apr 1, 2014 8:48 AM by jefferis

Allow client to access Support Options?

jefferis Mar 31, 2014 12:47 PM

Is there a way to let my clients use the Ticket or Chat support options for their site? Sometimes the help they need should come directly from BC... If I am on vacation, e.g., how can they get immediate answers if something major goes wrong?

All they can see is the KB but not chat or tickets. They can see a closed case re: email problems....

But can't open a new one...

1. Re: Allow client to access Support Options?

Aishvarya Raj Rastogi Mar 31, 2014 5:24 PM (in response to jefferis)

Hi Jefferis,

You can allow this from your partner portal under Partner settings. Please refer to the following screenshot :

Cheers!
Aish
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2. Re: Allow client to access Support Options?

jefferis Apr 1, 2014 8:48 AM (in response to Aishvarya Raj Rastogi)

Okay, I asked ticket support this very question and they never answered it. I already have this turned on in my partner site. The problem is there is a bug that if the client types in a keyword not in the knowledge base in the search field, the option to submit a case does not appear. BC now acknowledges this is a known issue. Not helpful to my clients and it has been an ongoing issue for me trying to figure out why they could not submit a case.
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