Support Routing

This document describes the Support Routing organization setting, which allows organizations to manage their own Level 1 (L1) support tickets while escalating complex issues directly to RADPAIR.

Overview

The Support Routing setting gives organizations control over initial support ticket handling. When enabled, L1 support requests are routed to your organization's designated support team. When disabled, RADPAIR handles all levels of support.

Setting State	L1 Support	Escalations
Enabled (with emails configured)	Routed to your organization's support team	Always routed to RADPAIR
Disabled	RADPAIR handles all support	RADPAIR handles all support

How It Works

When Support Routing is Enabled

1

A user submits feedback or a support request via the application.

2

The request is routed to your organization's configured support email(s).

3

Your internal support team triages and responds to L1 issues.

4

Complex issues can be escalated to RADPAIR via the escalation option.

When Support Routing is Disabled

1

All support requests (L1 and above) are routed directly to RADPAIR's support team.

This is the default behavior.

Configuration

Enabling Support Routing

1

Navigate to Organization Settings.

2

Locate the Feedback Routing section.

3

Toggle the setting to Enabled.

4

Enter one or more support email addresses.

Configuring Support Emails

Enter the email addresses that should receive L1 support tickets. Multiple emails can be configured to ensure proper coverage.

Requirements:

• At least one valid email address must be configured when the setting is enabled

• All configured email addresses will receive support ticket notifications

• Emails must be valid and monitored by your support team

Example configuration:

Field	Value
Enabled	Yes
Support Emails	[email protected], [email protected]

If support routing is enabled but no email addresses are configured, tickets will automatically route to RADPAIR.

Escalating to RADPAIR

Admin users can escalate support requests directly to RADPAIR, bypassing the organization's L1 support routing.

Using the Escalate Option

1

Open the feedback/support submission form.

2

Locate the dropdown button with submission options.

3

Select Escalate to RADPAIR from the dropdown menu.

4

Complete and submit the support request.

When to Escalate

Use the escalation option when:

• The issue requires RADPAIR technical expertise

• L1 support has been unable to resolve the issue

• The issue is time-sensitive and requires immediate RADPAIR attention

• The request involves platform-level changes or bugs

Escalated tickets always route to RADPAIR, regardless of whether support routing is enabled for your organization.

Support Ticket Flow

                    User Submits Support Request
                               │
                               ▼
                    ┌─────────────────────┐
                    │  Is this marked as  │
                    │    an escalation?   │
                    └─────────────────────┘
                         │           │
                        Yes          No
                         │           │
                         │           ▼
                         │    ┌─────────────────────┐
                         │    │ Is Support Routing  │
                         │    │      enabled?       │
                         │    └─────────────────────┘
                         │         │           │
                         │        Yes          No
                         │         │           │
                         │         ▼           │
                         │    ┌─────────────┐  │
                         │    │ Are support │  │
                         │    │  emails     │  │
                         │    │ configured? │  │
                         │    └─────────────┘  │
                         │      │         │    │
                         │     Yes        No   │
                         │      │         │    │
                         │      ▼         │    │
                         │  ┌───────┐     │    │
                         │  │ Route │     │    │
                         │  │ to    │     │    │
                         │  │ Org   │     │    │
                         │  └───────┘     │    │
                         │                │    │
                         ▼                ▼    ▼
                    ┌─────────────────────────────┐
                    │      Route to RADPAIR       │
                    │   (Zendesk + Support Team)  │
                    └─────────────────────────────┘

Summary

Scenario	Destination
Support routing disabled	RADPAIR
Support routing enabled, no emails configured	RADPAIR
Support routing enabled, emails configured	Organization's support team
Escalation (any configuration)	RADPAIR