Managing Support

Description

If you administer a PlaidCloud Organization (a “partner”), you can decide who on your team handles support and how they’re alerted. A Support Agents item appears in the left navigation for organization admins (and PlaidCloud staff). From it you assign agents and configure notification routing per organization.

An organization’s workspaces are its tenants. A support agent you assign can be scoped to all of the organization’s workspaces or to a specific subset.

Add People to Your Organization First

Only members of your organization can be made support agents — specifically, members with an Admin or Workspace role. So the first step is making sure the person is in the organization.

1. Open the Organizations area
2. Select your organization
3. Open its Members
4. Invite or add the person, granting them an Admin or Workspace role

Note

The person must have signed in to PlaidCloud at least once before they can be added, and they need the Admin or Workspace role — a read-only directory role is not enough to be assigned as a support agent.

Once they’re an Admin or Workspace member, they’ll show up as an assignable candidate in the next step.

Assign a Support Agent

1. Open Support Agents
2. Choose your organization from the Organization picker
3. Click Add Agent
4. Pick the Member to assign
5. Choose Workspace access:
   • All workspaces — the agent sees tickets for every workspace in the organization
   • Specific workspaces — pick the exact workspaces the agent should cover
6. Click Save

The agent now sees the Support console, scoped to the workspaces you granted (see The Support Console). Edit an agent to change their scope, or remove them to revoke access. A workspace that’s later trashed or moved out of the organization drops out of an agent’s scope automatically.

Configure Notifications and Escalation

So your team responds fast, route new-ticket alerts to a shared channel and set up escalation for tickets that sit too long.

1. Open Support Agents and choose your organization
2. Click Notification Settings
3. Configure the options below
4. Click Save — or Send Test to post a test message to your channel first

Team Channel

Where a new ticket / new unclaimed message alert goes:

• Off — no team-channel alerts
• Slack — paste a Slack incoming webhook URL
• Microsoft Teams — paste a Teams workflow (incoming webhook) URL
• Email — enter an email address

The alert fires when a customer opens a thread that needs an owner, and includes the tenant and ticket number.

Ticket Owner Notifications

Leave Email the ticket owner when a customer replies on so the agent who claimed a ticket is emailed whenever the customer adds a reply.

Escalation

Turn on Escalate tickets left unclaimed and unanswered to nudge your team about tickets no one has picked up:

• Escalate after (minutes) — how long a ticket may sit unclaimed and unanswered before escalating
• Escalation contact email (optional) — a point of contact emailed when a ticket escalates; if left blank, the team channel is pinged again instead
• Max reminders — how many escalation pings to send before stopping

The escalation clock resets once a ticket is claimed, answered, or resolved.

Note

Incoming-webhook channels post to a shared channel — they can’t direct-message a person. That’s why the ticket owner is notified by email, while new-ticket and escalation alerts go to the team channel.