The Agency Support Helpdesk: Tabs, Roles & Ticket Overview
Explore the agency helpdesk layout: 4 specialized support tabs, acting as the primary point of contact, and navigating incoming client tickets.
#Acting as the Frontline Support Provider for Clients
When you offer white-labeled reputation management services to local businesses, your clients look to you as their software partner. When a restaurant owner or clinic manager has a question about their QR scans or review settings, they submit a support ticket expecting guidance directly from your team.
The Help & Support hub in the Agency Dashboard is designed specifically for this relationship. Rather than routing your clients to a third-party helpdesk, their questions land directly in your private agency queue, enabling you to deliver white-glove customer care.
#The 4 Helpdesk Tabs for Agency Operators
When you navigate to Help & Support, the tabs are arranged in a specific operational sequence:
- 1. Agency Client Tickets (Default Starting Tab): Exclusively visible to agency operators. Shows every support ticket raised by any of your client storefronts.
- 2. My Ticket: Displays your personal support request history (inquiries you submitted regarding your own agency subscription).
- 3. Contact Support: Use this to open a new support request with the Karo Simple core team regarding your agency account.
- 4. Report a Website Bug: Submit technical software bug reports directly to the core engineering team.
šø Visual Guide: Screenshot 1 - The 4 Agency Helpdesk Tabs Overview
The top header navigation tabs of the Agency Help & Support hub. š What is shown: ā¢ Active tab 1: "Agency Client Tickets" with unread ticket count badge. ā¢ Tab 2: "My Ticket" (personal history). ā¢ Tab 3: "Contact Support". ā¢ Tab 4: "Report a Website Bug".
#Reading the Agency Client Tickets Directory
The primary client tickets view displays comprehensive metadata for each incoming submission:
- Business Name: The specific client storefront that originated the ticket (e.g. "Apex Dental Clinic").
- Subject: The issue summary entered by the client.
- Status: Color-coded status pills: PENDING (yellow), ONGOING (blue), RESOLVED (green), or CLOSED (gray).
- Date Submitted: The exact timestamp when the ticket was received.
- Manage Button: Blue action button used to open the ticket workspace and add responses.
šø Visual Guide: Screenshot 2 - Agency Client Tickets Directory Table
The client tickets inbox displaying multiple merchant support requests. š What is shown: ā¢ Rows for Apex Dental ("Reception QR code not scanning"), Urban Cafe ("Review missing"), and Glow Salon. ā¢ PENDING and ONGOING badges. ā¢ Blue "Manage" button on each row.
#Understanding the Viewport Mode Restriction
If you are currently inside a client account (Viewport Mode), the system displays an informational banner:
Viewport Mode Restriction Notice
"Support tickets cannot be raised while in viewport mode. Exit viewport mode to open a ticket." While in Viewport Mode, both the Agency Client Tickets and Contact Support tabs are hidden to prevent accidental impersonation in support threads. To manage tickets or contact support, click the "Exit Viewport" button in the top purple banner.
#Frequently Asked Questions
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