How to Set a Support Ticket Contact for Bank Connection Issues

How to Set a Support Ticket Contact for Bank Connection Issues

You can choose which person at your firm receives the support tickets LedgerSync support opens about a broken MasterCard bank connection. Your firm's main LedgerSync login or a firm administrator can set this in Account Settings, in the Zoho Desk Ticket Assignment section.

Why set a support contact

When a MasterCard bank connection stops working and LedgerSync support opens a ticket about it, the ticket is addressed by default to the login recorded as having added the connection. For most firms this is the firm's main LedgerSync login, so one person receives all of these tickets regardless of who manages that client.

Setting a support contact sends these tickets to the team member you choose instead.

Who can change this setting

Only your firm's main LedgerSync login and your firm administrators can see and change this setting. Employee and client logins do not see it.

How to set your support contact

  1. Click your name at the top of the screen to open your user menu, then click Settings. The Account Settings page opens.
  2. Scroll down to the Zoho Desk Ticket Assignment section and expand it.
  3. Click the dropdown and select the team member who should receive support tickets. Each option shows the person's name and email address, so check that you are choosing the right person.
  4. Your selection saves as soon as you choose it, and a confirmation message appears. There is no separate save button.

How to clear the support contact

Click the X next to the selected name in the dropdown. The change saves right away, and tickets go back to the default contact.

Important notes

  • You can only choose from your firm's existing active LedgerSync logins: the main firm login, firm administrators and employees. Client logins and typed email addresses cannot be used.
  • The setting applies to your whole firm. Only one contact can be set at a time.
  • A change applies to new tickets right away. Tickets that are already open keep their original contact.
  • The setting applies only to tickets support opens about MasterCard connections.

Related articles

  • How to Add a Bank Feed Connection in LedgerSync
  • How to Delete a Bank Feed Connection in LedgerSync
  • Common Bank Connection Questions

Need help?

Contact us at support@ledgersync.com.