How to Set a Support Ticket Contact for Bank Connection Issues

How to Set a Support Ticket Contact for Bank Connection Issues

Overview

When a bank connection breaks, LedgerSync automatically opens a support ticket on behalf of the affected client. By default, that ticket is addressed to whoever originally added the connection. In many firms, this means one person receives all connection-related tickets regardless of who manages that client.

The Zoho Desk Ticket Assignment setting lets your firm designate a specific team member to receive all bank connection support tickets instead.

How to Set Your Support Contact

  1. Click Tools in the top navigation bar.
  2. Select Account Settings.
  3. Scroll down to the Zoho Desk Ticket Assignment section and expand it.
  4. Click the dropdown and select the team member who should receive support tickets. Each option shows the person's name and email address — confirm you are selecting the correct person before saving.
  5. Your selection saves automatically.

How to Clear the Assignment

To remove the designated contact and return to default behavior, click the X next to the currently selected name in the dropdown. Leave the field empty and navigate away — no additional save step is required.

Important Notes

  • You can only select from existing LedgerSync logins in your firm. Free-typed email addresses are not accepted.
  • Each candidate is shown with their email address to help you avoid selecting the wrong person when multiple team members share a first name.
  • This setting applies firm-wide. Only one contact can be designated at a time.
  • Changes take effect for new tickets immediately. Tickets already open are not reassigned.

Related Articles

  • Article 38: How to Add a Bank Feed Connection in LedgerSync
  • Article 37: How to Delete a Bank Feed Connection in LedgerSync
  • Article 73: Common Bank Connection Questions

Need Help?

Contact us at support@ledgersync.com.

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