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Support Hub for Admin Portal

Written by B3Networks Academy

Updated at December 17th, 2024

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Table of Contents

Introduction Access Control Note: Overview

Introduction

Support Hub is designed to cater to the needs of both B3Networks and our trusted partners. This feature promises to be a game-changer in simplifying and expediting the support process.

  • This feature is displayed on the left sidebar for both B3Networks and Partner to support and troubleshoot for their customers.
  • All necessary information will be displayed based on the TXN UUID to help the Support Team identify the issue faster and reduce the troubleshooting time.
  • This feature is displayed in Admin Organization under License Model.

Access Control

  • Owners can always access Support Hub
  • Admins require access for Permission Group by the Owner in the Manage Permissions tab. 
    When enabling the permission, the Admin can:
    • Access Support Hub
    • Manage and perform all actions within Support Hub

Note:

Support Hub Permission Group is only applicable for Admins Role.

 

Overview

Support hub includes three main tabs which aid in the troubleshooting process efficiently. These include:

  • Call Transaction Logs: This allows users to search for any call transaction and view a summary of the call and complete call logs to help identify any possible issues. 
  • SMS Transaction Logs: This tab enables users to search for any SMS transaction logs and view any error that is coming up during the transaction. 
  • Remote Support: This allows the user to access the customer organization to provide support. 
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