Schools to have visibility over the Support Tickets
complete
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Georgios GKOUMAS
Since Compass migration from Jira, there is no way for the school to have visibility over what tickets have been opened. It would be for both, Compass and schools benefit, if we had the ability to monitor the support tickets from a dashboard and add as ICT Office of the school any insights that in most cases will resolve or help to get the ticket resolved quicker. Until this implementation, we need as a minimum the school email to be added by default into any support ticket opened, so we can have a way to monitor and participate as ICT Office, local tech's, ST's and IT Managers.
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Georgios GKOUMAS
Unfortunately this option has been disabled for all schools due to issues that arose when implemented. We are currently looking into alternatives for this feature. That was the reply at 22/10/25 on why the option is not visible anymore.
Do we have any ETA for it?
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Gillian LEE
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Gillian LEE
Just got told 🐮
This feature is not available for schools, and unfortunately should not have been turned on in the first place.
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Gillian LEE
cannot access the Compass Ticket Portal in the Messenger Launcher Window HELP? I am a Sponsor
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Georgios GKOUMAS
Thank you Jerome! We need to test it ourselves now.
Wayne BANT
This doesn't work well. If the ticket was raised by chat we can see the histroy. If it was raised by email we can't see what the query was. On some all we have to go by is the subect of the email as the content isn't there
Jerome Muldoon
updated the status to
complete
Functionality Released
Jerome Muldoon
Hi Everyone,
I am delighted to say we have just rolled out this feature as part of our move to our new support system.
Sponsors will now have access to view tickets across the school they work at, and as a technician, you will also have the ability to swap between the different schools you are associated with.
You can access the Compass Ticket Portal in the Messenger Launcher Window.
Thanks all!
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Luke Compston
Jerome Muldoon
Do you have any information regarding this feature and its current state.
Terry is next to useless as it's not a documented feature and there is mismatched information above - first its available, then should not have been made available and then there were issues but nothing else.
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Luke Compston
Sponsors/Technicians should have visibility over all support tickets within an instance.