Within Self Service end users are able to submit support tickets to Admins. To enable this feature enable support tickets within the Self Service configuration.
Once enabled end users can submit a support ticket by opening up Self Service > Tickets > New.
End users will be asked to enter their name, email, phone number (optional), and a message about their issue. Additionally, they can take and attack screenshot by selecting the box to the left of the take and attach screenshot text.
Note: Screenshots will not show the full desktop until the end user enables MacManage within Screen & System Audio Recording in System Settings > Privacy & Security. As per Apple, this needs to be enabled by the end user.
If no ticketing integration is configured in the policy the end users ticket will be submitted to the email that is within Account > Settings > Support Email. Tickets submitted in this way will not appear within the users Self Service application as there was no ticketing integration submitted.
If a ticketing integration is configured the ticket will be submitted to the configured integration. Tickets submitted in this way will appear in the users Self Service application. Additionally, tickets will also appear within the end user device's GoLive page > Support > Tickets.