Skip to main content
Explorer
CComus
Explorer
Sep 29, 2021 6:23 PM UTC
Question

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

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?

    12 replies

    Rupert
    Partner
    Rupert
    Partner
    Sep 29, 2021 7:14 PM UTC

    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

     

     

     

    Translate
      Explorer
      CComusAuthor
      Explorer
      Sep 29, 2021 7:24 PM UTC

      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.

      Translate
        Rupert
        Partner
        Rupert
        Partner
        Sep 29, 2021 9:53 PM UTC

        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. 

        Translate
          ChrisO
          Specialist
          ChrisO
          Specialist
          Sep 30, 2021 5:42 PM UTC

          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.

          Translate
            Explorer
            CComusAuthor
            Explorer
            Sep 30, 2021 6:14 PM UTC

            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!

            Translate
            ChrisO
            Specialist
            ChrisO
            Specialist
            Sep 30, 2021 6:21 PM UTC

            When you open the ticket you can CC individuals. 

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

             

             

            Translate
            Explorer
            CComusAuthor
            Explorer
            Sep 30, 2021 9:39 PM UTC

            @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!

            Translate
            ChrisO
            Specialist
            ChrisO
            Specialist
            Oct 1, 2021 11:40 AM UTC

            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.

            Translate
            Terms & ConditionsAccessibility statement
            Copyright © Zoom Communications, Inc. All rights reserved.