Submit Support Ticket Directly from Panel / Device Hub
Problem
When a panel fails, admins must:
Identify panel
Gather logs
Gather room information
Navigate to Support portal
Manually submit ticket
This creates:
30–60 minutes of overhead
Potential days of back-and-forth
Bain referenced Neat as an example of best practice.
Neat allows:
Ticket submission from panel
Ticket submission from cloud portal
Automatic device metadata inclusion
Bain views this as a major usability differentiator.
Requested enhancement:
Add:
“Report Issue / Open Support Case” option
From:
Panel admin screen
Device Hub / Connect portal
Automatically attach:
Device ID
Location
Logs
Firmware
Authentication context
Business Value:
- Faster issue resolution
- Reduced troubleshooting time
- Better support experience
- Less back-and-forth
Alisha Scott
shared this idea
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