Source URL: https://docs.surveycto.com/04-monitoring-and-management/01-the-basics/01a.managing-internal-support.html
Last updated: 2020-06-17
Managing internal support queries
Users who need help using SurveyCTO might want to get help from an internal helpdesk or global administrator, rather than from the SurveyCTO support team. This is often true when a large number of users share a single SurveyCTO subscription, particularly when they need help relating to users, permissions, and top-level groups. To make it easy for users to essentially file internal support requests, you can configure one or more email addresses for contacting an administrator. On the Configure tab of your server console, go to the Server settings section and click Other to view or edit your server's list of Contact-an-administrator email addresses.
Whenever a user wants to contact an administrator (primarily in the context of getting an "access denied" error), they will be able to fill out a short form, and the request will be emailed to whatever email addresses are configured for your server. Your internal support team can then follow up with the user, via email. (You can configure a single email address for these queries, or a comma-separated list of multiple addresses.)
If you have an internal help-desk system, you can configure the contact-an-administrator email address such that internal support requests are routed directly to your help desk. Depending on your help-desk configuration, you might, for example, automatically open a support ticket for each email received through this system.