Escalating to Super Admin & Managing Personal Agency Tickets
Learn when and how to escalate client tickets to Super Admin, handle platform-level failures, and manage personal agency tickets and bug reports.
#Escalating to Super Admin: Platform-Level Support
While your agency team can resolve over 90% of routine client questions using Viewport Mode, certain issues require intervention by Karo Simple's core technical engineering team.
For these situations, the ticket workspace includes a direct escalation bridge to our Super Admin engineering desk.
#When to Escalate vs When NOT to Escalate
- When to Escalate to Super Admin: Payment gateway transaction failures, SSL certificate provisioning errors on custom domains, data synchronization discrepancies, or unexpected platform downtime.
- When NOT to Escalate: Routine styling questions, adjusting review length sliders, adding employee accounts, or explaining how Google review links work. These should always be handled directly by your agency.
#Step-by-Step: Escalating a Client Ticket
Open the Ticket in Agency Client Tickets
Click "Manage" on the problematic client ticket.
Click "Escalate to Admin"
Inside the modal, locate the red "Escalate to Admin" button.
Confirm the Escalation
A confirmation dialog will appear. Confirm the action. The ticket is immediately prioritized on the Karo Simple core engineering dashboard.
Automated Audit Stamp
An automated timestamped note ("Escalated to Super Admin") is appended to the ticket thread so your entire agency staff is aware.
Crucial Rule Once Escalated
Once a ticket has been escalated to Super Admin, do NOT repeatedly change its status. Allow the Karo Simple engineering team to investigate and resolve the issue. You may continue adding explanatory notes if new diagnostic details emerge.
šø Visual Guide: Screenshot 5 - "Escalate to Admin" Action & Confirmation Modal
The escalation confirmation dialog. š What is shown: ā¢ Red "Escalate to Admin" button highlighted inside the manage window. ā¢ Warning prompt: "Are you sure you want to escalate this ticket to Super Admin?". ā¢ Information note indicating high-priority engineering dispatch.
šø Visual Guide: Screenshot 6 - Escalated Ticket Thread with Super Admin Badge
View of an active ticket thread showing escalation metadata. š What is shown: ā¢ Purple "Escalated to Super Admin" banner across the top of the ticket. ā¢ Timestamped system note recorded in the chronological conversation log. ā¢ Read-only status indicator while under senior engineering review.
#Managing Your Own Agency Support Tickets
When you have inquiries regarding your own agency subscription, invoice receipts, or new feature requests, use the other three tabs in the Help & Support hub:
- Contact Support: Submit requests regarding your agency plan tier, expanding resource pools, or billing inquiries.
- My Ticket: Track all support tickets you have personally submitted. Displays real-time status badges (Pending, Ongoing, Resolved) and delivery updates.
- Report a Website Bug: Report broken buttons, UI rendering glitches, or unexpected behavior directly to our product development team.
šø Visual Guide: Screenshot 7 - Personal Agency Support Ticket Form
The Contact Support ticket submission form for agency owners. š What is shown: ā¢ Text inputs for Subject and Description. ā¢ Dropdown selector for Request Category (Billing, Resource Pool, Feature Request). ā¢ Primary green "Submit Support Ticket" button.
#Frequently Asked Questions
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Master the client ticket resolution workflow: adding thread replies, updating status lifecycles, and pairing with Viewport Mode for fast fixes.