Larger Enterprises typically have an internal support team that is the first line of defense before tickets are sent to Totango. The customizable support link feature allows customers to specify their internal support portal to be presented to users as opposed to the standard Totango support link.
How-To define a custom Support link
Administrators can follow these steps to create a custom Support link.
- Navigate to Global Settings > General.
- In the Personalized Support section, add you Company Name and support portal link.
- If the user should be sending support requests to an internal email alias the admin can enter the support email alias using the format "mailto:<supportemailalias>"
- Select the options for support that the users should view when they click on the Question mark icon on the top right
What end-users see once the Custom Support Link has been enabled
When a user has a support issue, they can click the question mark icon on the top right corner on their screen. Instead of being immediately redirected to support.totango.com, the user will be presented with a pop-up window displaying the settings you've defined.