Issue Handlers

Issue handlers are the designated teams, departments, or individuals responsible for managing the lifecycle of reported issues. Effective issue handling contributes to operational efficiency, user satisfaction, and continuous improvement across the organization.

Issue Handlers

To assign who within the organization handles issues for specific technology or spaces, navigate to Settings > General > Issue Handlers from the left-hand menu. Click ‘Add’ to begin entering the necessary information.

1. Name: Give the issue handler a name.

2. Notifications of new issues: Select if notifications are sent – Do not send a notification or Always send a notification. If always send a notification an email address is requested.

3. Delete issue data after: Decide how long data is held on the system – between 1 and 365 days.

4. Send notification when: Decide if the issue reporter is required to receive notifications when the status changes – Never or At every status change.

5. Use custom Sender/Reply-to: If selected a name and email address is required. All sender domains must be validated by adding SPF & DKIM records in your DNS settings.

In the example below an Issue handler was created for each of the GoBright elements.

Alternatively, a single office could be created.

Once created, the Issue Handler can be added to the routing and permissions area of the issue reporting cycle.