CardPointe at a Glance

The CardPointe web application offers an intuitive user interface for complete control of your account.

The CardPointe interface contains the following modules:

  • Dashboard - Displays transaction activity, recent funding events, funding trends, and notifications.
  • My Account - View your Merchant Accounts, add products, services and hardware, and manage PCI compliance.
  • Reporting - Access transactions, gateway batches, funding events, chargebacks and statement archive.
  • Virtual Terminal - Use the Virtual Terminal to accept card-present and card-not-present transactions.
  • Billing - View and/or create billing plans and schedule payments.
  • Catalog - Create and manage products, offer product discounts, and accept gratuity using the Catalog.
  • Marketplace - Displays the current product suite offered by CardConnect, which includes (but is not limited to) shopping cart integrations, POS systems, accounting systems, etc.
  • Administration - Manage users, configure the Virtual Terminal, customize receipts, define batch times, and more.

Supported Browsers

CardPointe supports the following web browsers:

  • Chrome 51.0 and above
  • Firefox 32.0.2 and above
  • Internet Explorer 11 and above
  • Safari 9.1.1 and above

Registering Your CardPointe Account

CardConnect merchants can register for CardPointe using the account registration log in page.

To register your account:

  1. Enter your Merchant ID (MID), your Tax ID or Social Security Number (SSN), and your zip code in the corresponding fields.cardpointe-registration.jpg#asset:88
  2. Click Submit to Confirm. The Set Up Admin screen displays, allowing you to associate an administrative user with your Merchant Account.CP-registration-step2.jpg#asset:266
  3. Upon completing these fields, click Submit. CardConnect will send you an email that includes a link to complete your registration.

Accessing CardPointe

You can access CardPointe at the following URL:

https://accounts.cardconnect.com/auth/realms/cardconnect/protocol/saml

Simply enter your account credentials and click Log in.

cp-log-in.jpg#asset:268

CardPointe Dashboard

The Dashboard provides a a high-level overview of a merchant's activity. You can easily navigate and view transactional data in addition to any account alerts.

  • Transaction Activity
  • Recent Funding Events
  • Funding Trends
  • Notifications


Configuring Dashboard Notifications

You can configure the types of notifications that display on the Dashboard screen by clicking configure.

Dashboard Configure1

Managing Your Account

The My Account page provides an overview of a merchant's accounts and their corresponding payment devices.

Signing Up for Paperless Account Statements

It's easy to sign-up for paperless statements in CardPointe. From the "My Account" screen, simply click the arrow to the right of the account to view additional details about the account. 

Check the box next to I would like paperless statements

If you have multiple merchant accounts, repeat these steps for each account that you'd like to receive paperless statements for.

Equipment Manager

You can track the fulfillment status of device orders and activate the devices within CardPointe. This can be accomplished from the following two tabs on the My Account screen: 

Equipment Tab

From this tab, you can:

Orders Tab

From this tab, you can:

Activating a Device

To enable a device:

  1. Navigate to My Account and click the Equipment tab.
  2. Locate the device that you'd like to activate and click Enable

Disabling a Device

To disable a device:

  1. Navigate to My Account and click the Equipment tab.
  2. Locate the device that you'd like to activate and click Disable

Tracking a Device's Shipping Status

To track the shipping of an ordered device that has a status of "Shipped":

  1. Navigate to My Account and click the Orders tab.
  2. Locate the order that you'd like to track and click the arrow to the right of it. 
  3. Click the Tracking Number link to view the order's shipping status. 

Reporting

CardPointe provides you with a handful of reports to help you get a better understanding of your account-related activity, making it easy to quickly create and download reports.

Reporting Main

You can generate reports in .CSV (spreadsheet) format for the following activities:

  • Transactions
    Provides transaction history, including but not limited to transaction number, merchant location, date of sale, payment card brand, transaction amount, and transaction status.
  • Gateway Batches
    Provides batch-related information, including batch number, merchant location, batch amount, batch close date, and batch status.
  • Funding
    Displays batched deposits funded to your merchant bank account. Deposit specifics in this report include funding date, bank account, the merchant location where the deposit was made, and the actual funded amount.
  • Chargebacks
    Displays all chargebacks that occurred within your merchant account. Chargeback specifics in this report include but are not limited to merchant location, the last 4 digits of the card used to process the initial transaction, payment card brand, chargeback date, case number assigned, the amount being disputed, and the transaction number.

In addition, you can generate statements that provide detailed information about any payments received by the merchant based on a customizable date range.

Transactions Reporting

Transactions-based reports provide transactional data—including sales, refunds, forced credits, and payment card verifications—that took place at the merchant locations that are attached to your account. 

Navigating the Transactions Tab

Refer to the screenshot below and the descriptions that follow for navigating the Transactions tab.

Transactions Ui Final2
  1. If this is a new report, clicking Unsaved Report allows you to name and to save the report for reuse. Upon saving the report, the name of the report displays.

    Clicking Show Filters reveals any filters that are applied to the current report.
  2. Clicking Saved Reports allows you to choose from a list of existing saved reports. Selecting any of the following filters allows you to customize the transactional data that displays in the report:
    • Location - The merchant locations that are linked to your account.
    • Date - Click to define a date range for the report.
    • Method - Click to choose the transaction methods for inclusion in the report. Options include:
      • Sale
      • Refund
      • Force Credit
      • Verify
    • Status - Click to choose the transaction stauses that you wish to include in the report. 
    • Front End - Click to choose whether you want to view transactional data that was processed through a specific point of interaction, including APIs, Hosted Payment Page, CardPointe, CardPointe Mobile, CardPointe Terminal, etc.
    • Columns - Click to choose the columns to include in the generated report.
  3. Clicking Download saves the current report data to your computer as a .CSV (spreadsheet) file.
  4. Allows you to search the report columns for specific information or data.
  5. Selecting a column header sorts the report data by ascending/descending order.
  6. Selecting a transaction number displays the details for that specific transaction.

Gateway Batches Reporting

Gateway Batch reports display batch-related information, including the batch number, merchant location, batch amount, batch close date, and batch status.

Navigating the Gateway Batches Tab

Refer to the screenshot below and the descriptions that follow for getting around the Gateway Batches tab.

Gateway Batches Ui Final

Levels of Reporting

The level of reporting offered by CardPointe varies based on the account configuration or transaction origin.

Reporting Data SetGateway-Enabled Merchant?Acquiring-Only Merchant?
AuthorizationYesNo
BatchYesNo
SettlementYesYes
FundingYesYes

For example, Virtual Terminal and API transactions realize the complete reporting set (Gateway Enabled). Meanwhile, transactions from a third-party device such as Verifone or Clover do not supply Authorization or Batch details (Acquiring Only).

Virtual Terminal

The CardPointe Virtual Terminal allows you accept payment cards and eChecks using your computer's web browser and an internet connection. Using the Virtual Terminal, you can initiate card-not-present and card-present authorizations, captures, settlements, voids, and refunds. In addition, you can easily add and securely save customer payment information.

Navigating the Virtual Terminal

Refer to the screenshot below and the descriptions that follow for using the Virtual Terminal.

Vt Ui
  1. The merchant location that you would like to run a transaction against. This automatically defaults to the first location listed within the Locations section of the Administration screen. 
  2. The type of transaction that you wish to run through the Virtual Terminal. This option automatically defaults to Sale. Available transaction options include:
    • Sale - Process a sales transaction. The Transaction Processes available with this option include Authorize and Capture and Authorize Only.
    • Force Credit - Force a credit for processing. This is useful when you wish to offer customers a credit without a receipt or specific proof that they purchased goods from you.
    • Verify - Verify a customer's payment method without authorizing funds (also known as a Zero Dollar Value Authorization). A Zero Dollar Value Authorization performs an Address Verification (AVS) check, and confirms that the three or four digit Card Verification Value (CVV) code is valid. 
  3. The transaction process type that you would like to run when processing a sale through the Virtual Terminal. This option is available only when the transaction type is set to Sale. Available transaction process types include:
    • Authorize and Capture - Authorizes the availability of funds from a customer’s payment source, and then transfers those funds from the customer’s account to the your merchant account.
    • Authorize Only -  Authorizes the availability of funds from a customer’s payment source so that funds may be captured at a later time.
  4. Search for an existing customer profile to associate with a transaction.
  5. The customer's billing and contact information that you wish to associate with the transaction. Additional details about this section:
    • The Name on Card field is mandatory, and all other fields are optional.
    • Selecting the Email Receipt checkbox emails a receipt of the transaction to the address provided in the Email Address field.
    • The Store Customer Profile checkbox is selected by default. Unchecking this box will result in the customer's payment profile not being saved for use at a later time.
  6. You can manually enter the customer's payment card information in this section of the Virtual Terminal. If you are performing a card-present transaction, clicking swipe/secure key displays a message prompting you to swipe the customer's payment card.
  7. Enter the transaction amount in the Amount field.
  8. Selecting the Customers tab allows you to easily add new customer profiles to your merchant account, as well as edit existing customer profiles.

Billing

CardPointe provides the ability to quickly create recurring billing plans for your customers. Billing plans are ideal for subscription-based services, such as fitness club memberships and mobile phone plans, as well as for recurring payment plans, such as auto loans and hospital bills.

You can setup billing plans for the following payment intervals:

  • Daily
  • Weekly
  • Monthly
  • Yearly

Creating a New Billing Plan

To create a new billing plan:

  1. Select Billing.
  2. Click New Billing Plan. The Create Billing Plan screen displays. 
  3. If you have multiple merchant locations, select the location that you wish to create the billing plan for. 
  4. Enter the customer's billing and contact information in the corresponding fields. Please note the following:
    • The Name on Card field is mandatory, and all other fields are optional.
    • The Always use default payment method for this profile checkbox is selected by default. When this box is selected, the default payment method that is assigned to the customer's profile is used for the billing plan. To edit a customer's default payment method, navigate to Virtual Terminal > Customers tab > select a customer > select a payment method at the right of the screen > click Make Default.
    • Selecting the Email Receipt checkbox emails a receipt of the transaction to the address provided in the Email Address field.
  5. In the Plan Scheduling section of the screen, choose the desired billing interval from the drop-down. By default, Monthly intervals are selected as this tends to be the most commonly used billing interval.
  6. Choose the billing Start Date.
  7. Choose the billing frequency in the Bill Every field. In this example, the customer will be billed on a bi-monthly basis since the Monthly interval is selected, and because the billing frequency entered in the Bill Every field is set to 2 months. 
  8. In the Until field, choose whether the billing plan should end based  on the following options:
    • Cancelled - The plan will remain active until it is cancelled by the customer.
    • Date - The plan will remain active until a specified date.
    • # of Payments - The plan will remain active until a specified amount of payments are received.
  9. Enter a name for the plan in the Plan Name field.
  10. Enter the amount owed for the billing plan in the Amount field. Upon entering a billing amount, the Billing Schedule Preview section displays the number of payments that remain for the billing plan. 
  11. When finished, click Save to create the billing plan.

Catalog

The CardPointe Catalog enhances your selling experience within the CardPointe Mobile app. Using the CardPointe desktop application, you can:

  • Easily create products with custom pricing.
  • Assign your products to product categories.
  • Create monetary and percentage-based discounts that can be applied at the product and cart levels when selling with CardPointe Mobile.
  • Define tax settings.

Granting Users Access to CardPointe Catalog Management

Any CardPointe user with access to the Virtual Terminal can also process transactions using the Catalog in CardPointe Mobile. However, for a user to be able to create products, categories, and discounts in both the CardPointe desktop application and in CardPointe Mobile, you must grant the user permission via a setting on the "Administration" screen in CardPointe Desktop.

To enable Catalog management for your CardPointe users:

  1. Click Administration in the top nav of the CardPointe Desktop Application.

  2. Click Users.

  3. Select the user from the list.

  4. Click the Site Permissions tab.

  5. Check the Catalog Admin box.

  6. Click Save.

Creating Products

Products are any items that you sell using CardPointe Mobile. The products that you create in the CardPointe desktop application are selectable in CardPointe Mobile on the "Register" screen during the checkout process.

To create a product:

  1. Click Catalog in top navigation and select the Products tab.
  2. Click New Product
  3. On the "New Product" screen:
    • Give the product a name. 
    • Enter the product price.
    • If the product has a SKU, enter it in the "Product SKU" field (optional).
    • To apply a discount to the product, search for and select the discount in the "Discount" field.
    • Choose whether the product should be "Active." If a product is not active, it will not be selectable on the "Register" screen during the checkout process in CardPointe Mobile. We recommend using this setting when a product is out of stock.
    • Enter a description of the product (optional).
  4. When finished, click Save.

Creating Categories

You can group your products into product categories to make them easier to manage in CardPointe Mobile. For example, if you sell electronic products, then your product categories might be TVs, speakers, computers, and cables. You may also wish to create product categories for products that are on sale, seasonal items, or for products in a specific size or color.

To create categories in the CardPointe desktop application:

  1. Click Catalog in top navigation and select the Categories tab.
  2. Click New Category
  3. On the "Add Category" screen:
    • Give the category a name.
    • Choose whether the category should be "Active." If a category is not active, you will not be able to select the category during checkout when selling with CardPointe Mobile.
    • Select a color to help distinguish the category from others that you create. You must choose a color in order to create the category.
    • Enter a description for the category (optional).
    • Click Save.

Adding Products to Categories

To add products to categories in the CardPointe desktop application:

  1. Select an existing category from the list on the Categories screen (Catalog > Categories tab). 
  2. Click the Add/Remove button to assign products to the category. 
  3. Locate and select the products from the list of available products.
  4. When finished, click Save.

Creating Discounts

You can offer your customers monetary and percentage-based discounts that can be applied against individual products or against all products that are in the cart when selling with CardPointe Mobile.

Creating Product Discounts

To create discounts in the CardPointe desktop application that can be applied to individual products in your catalog when selling with CardPointe Mobile:

  1. Click Catalog in top navigation and select the Product Discounts tab.
  2. Click New Discount.
  3. On the "New Discount" screen:
    • Give the discount a name. 
    • Choose whether the discount should be applied as a percentage or as a dollar amount.
    • Enter the discount amount.
    • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
    • Enter a description of the discount type (optional)
  4. When finished, click Save.

Creating Cart Discounts

Cart Discounts are applied against to the total cost of the items in the cart when selling with the CardPointe Mobile app.

To create Cart Discounts in the CardPointe desktop application:

  1. Click Catalog in top navigation and select the Cart Discounts tab.
  2. Click New Discount.
  3. On the "New Discount" screen:
    • Give the discount a name. 
    • Choose whether the discount should be applied as a percentage or as a dollar amount.
    • Enter the discount amount.
    • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
    • Enter a description of the discount type (optional)
  4. When finished, click Save.

Marketplace and Add-Ons

The CardPointe Marketplace provides details on available third-party integrations and allows users to request more information about these solutions.

Marketplace

Available Solutions

The following solutions are available on the Marketplace:

Fraud Prevention Solutions

  • 3DSecure
  • Kount

Gateway Features

  • Account Updater
  • PIN-Less Debit
  • Hosted Payment Page

Analytics

  • Insightics

Shopping Carts

  • 3dcart
  • CoreCommerce
  • Magento
  • Mozu
  • osCmax
  • osCommerce
  • WooCommerce
  • Zen Cart

POS Solutions

  • Instore POS
  • Clover POS

Accounting Software

  • QuickBooks
  • SAPB1

Industry Solutions

  • DonorPro

ERP

  • Oracle
  • SAP

Additional Add-Ons Not Listed on the Marketplace

  • OnDeck Lending

Shopping Carts

CardConnect's easy-to-use shopping cart plugins enable merchants to process credit cards through the CardConnect Gateway with compatible software, while simultaneously providing them with low processing rates and PCI-certified security.

Our shopping cart plugins make accepting payments easier by integrating directly to a merchant’s environment.

Compatible carts include:

  • 3dcart
  • CoreCommerce
  • Magento
  • Mozu
  • osCmax
  • osCommerce
  • WooCommerce
  • Zen Cart

Features and Benefits

  • Centralize all of your payment acceptance methods into one secure solution

  • Direct integration with your existing shopping cart

  • Integrate our web services into your custom checkout experience with our API

  • Securely store and manage customer profiles

  • Include payment card information, SSN, etc. under a profile ID, a random number stored in our vault that acts as a token

  • CardConnect’s tokens never expire — the token associated with a customer profile will not change

  • Our Account Updater automatically updates expired or re-issued cards, reducing authorization declines without contacting the customer

  • Use our Bulk Loader to tokenize and de-tokenize

  • Every transaction is protected with CardSecure®, our patented PCI-certified solution for securing cardholder data

  • Each plugin is packed with our Gateway's premium features

    • Level 3 processing
    • Real-time transactions tracking
  • Process payments with our Token Post and Hosted Payments Page options

    • The Token Post option ensures you maintain all of your web traffic and allows you to process payments securely on your own site without any card data ever touching your system

    • The Hosted Payments Page is a fully white-labeled and customizable page hosted by CardConnect for merchants that would rather keep their e-commerce activity off their server

Shopping Cart Setup

This section contains instructions for setting up CardConnect as a payment gateway method within your preferred shopping cart.

3dcart

To set up CardConnect as a payment method in 3dcart:

  1. Log in to your 3dcart account.
  2. Navigate to Settings > Payment.
  3. In Payment Methods, click Select Payment.
  4. Click +Add New at the top right of the page.
  5. Specify your applicable payment gateway parameters such as Country/State, Min/Max Order amount, and Customer Group. In addition, select the CardConnect payment method in the dropdown menu.
  6. When ready, click +Add.
  7. After the Payment Method is created, it is added to your store's list of gateways. You can now click the Settings link for the payment method to enter your CardConnect API User Name, Password, Merchant ID and Host Name.

CoreCommerce

To set up CardConnect as a payment method in CoreCommerce: 

  1. Login to your CoreCommerce account
  2. From CoreCommerce Admin select Settings > Payment Settings > Credit Cards
  3. You will then be prompted by the question, “Do you already have a merchant account and credit card processor"
  4. Choose Yes, if you already have a credit card processor
  5. Select CardConnect
  6. Enter the Login, Password and Merchant ID provided by CardConnect

Magento

To setup CardConnect as a payment method in Magento:

  1. Navigate to Magento's Connect Manager
  2. Download the CardConnect Shopping Cart extension (plugin)
  3. Follow the instructions in the CardConnect Magento Plugin Installation Guide (see Technical Documents)

Mozu

To setup CardConnect as a payment method in Mozu:

  1. Log in to your Mozu account
  2. Select Settings > Payment & Checkout
  3. Select CardConnect from the Select a Payment Gateway dropdown menu
  4. Enter your:
    • CardConnect API User Name
    • API Password, Merchant ID
    • Host Name
  5. Click Save

OpenCart

To setup CardConnect as a payment method in OpenCart:

  1. Login to your OpenCart account.
  2. In the left nav, click Extensions (puzzle icon) > Payments. A list of payment methods displays.
  3. Locate CardConnect in the list and click the green Install icon to enable CardConnect as the payment method.
  4. Upon enabling CardConnect as the payment method, click the blue Edit icon to configure additional options.
  5. Complete the fields on the Settings tab as described below:
    • Merchant ID - Enter your CardConnect Merchant ID (MID).
    • API Username - Enter the user name provided to you in your CardConnect API Welcome email.
    • API Password - Enter the password provided to you in your CardConnect API Welcome email.
    • Secret Token - The secret token is automatically provided to you by OpenCart. If this field is not pre-populated with a secret token, please contact OpenCart for support.
    • Transaction - Available options include:
      • Payment - Selecting this option captures payment details and processes the payment.
      • Authorize - Selecting this option performs a payment authorization but does not fully capture the payment. If this option is selected, payments must then be captured in CardPointe. After capturing a payment in CardPointe, you must perform an Inquire in OpenCart, which calls the CardConnect payment gateway and updates transaction details in OpenCart.
    • Site: Enter the site URL, which is provided by CardConnect.
    • Environment - Available options include:
      • Test - Select this option if you wish to perform test transactions.
      • Live - Select this option if you wish to perform real live transactions.
    • Store Cards - Choose whether you wish to store tokenized card data. Options include:
      • Enabled - Tokenized card data will be stored.
      • Disabled - Tokenized card data will not be stored.
    • eCheck - Choose whether you wish to offer eChecks as a payment method. Options include:
      • Enabled - Offer eChecks as a payment method.
      • Disabled - Do not offer eChecks as a payment method.
    • Total - Define the default checkout total that the order must reach before this payment method becomes active. Value must be numeric, without a currency symbol.
    • Geo Zone - Select the geographic location for your business.
    • Status - Select enabled to enable OpenCart.
    • Debug Logging - By default, this is disabled. Enabling this option will record sensitive data to a log file. Only enable this if instructed to.
    • Sort Order - The order in which your various payment methods appear. Enter a numeric value. For instance, entering "1" for the value means that CardConnect will appear first in the list of available payment method options during check out.
    • Cron Job URL - This field is auto-populated by CardConnect. You can set a cron job to call this URL so that orders are auto-updated. It is designed to be run a few hours after the last capture of a business day.
    • Cron Job Last Run - This field is auto-populated and displays when a cron job was last performed.
  6. Click the Order Status tab.
  7. In the Pending field, select the order status for when the order must be authorized by the merchant.
  8. In the Processing field, select the order status for when the order should be automatically captured.

Upon setting up CardConnect as a payment method in OpenCart, click the blue Save button at the top right of the screen.

OsCmax

To setup CardConnect as a payment method in OsCmax:

  1. Navigate to osCmax's Add-on Site add-on site
  2. Download the CardConnect Shopping Cart extension (plugin)
  3. Follow the instructions in the CardConnect osCmax Plugin Installation Guide.

OsCommerce

To setup CardConnect as a payment method in OsCommerce:

  1. Navigate to osCommerce's add-on site
  2. Download the CardConnect Shopping Cart extension (plugin)
  3. Follow the instructions in the CardConnect OsCommerce Plugin Installation Guide.

WooCommerce

To setup CardConnect as a payment method in WooCommerce:

  1. Download the CardConnect Payment Gateway plugin.
  2. Upload the plugin files to your plugins folder or install using the built-in ‘WordPress Add New Plugin’ installer.
  3. Activate the plugin.

Zen Cart

  1. Navigate to Zen Cart's Add-on Site
  2. Download the CardConnect Shopping Cart extension (plugin)
  3. Follow the instructions in the CardConnect Zen Cart Plugin Installation Guide.

Additional Resources

Shopping Cart Product Page

Submit a Support Ticket

Need assistance with CardPointe or have questions about your hardware? We have your back! You can contact our Support team by submitting a support ticket without having to leave the CardPointe application. 

Before You Submit a Support Ticket...

We encourage you to perform a search on this Support site to see if you can find an answer to your question. If this site does not solve your problem, we welcome your feedback with open arms! Simply click the Send Feedback button at the bottom-right of any page on this site to tell us how we can improve your support experience.

Who Can Submit Support Tickets?

Any CardPointe user with the appropriate permissions can submit Support tickets in CardPointe.

  • Admin Users
    By default, "Admin" users have the ability to submit Support tickets.
  • Standard Users
    "Standard" users can also submit Support tickets, but they must first have their account permissions updated.

Granting Permission to Submit Support Tickets

If you are an admin and you wish to grant "Standard" users access to submit Support tickets, simply follow these steps:

  1. Navigate to Administration > Users and select the user that you wish to grant access to submit Support tickets. 
  2. Click the Site Permissions tab.  

  3. Scroll down and check the box next to Support Ticketing

  4. Click Update. The user now has the ability to create Support tickets in CardPointe.

Creating a Support Ticket

To create a support ticket in CardPointe:

  1. Navigate to the "Support" tab and click Create Ticket
  2. If you have multiple merchant locations, you can open a ticket for a specific location by choosing the site from the Location dropdown. 

  3. Select the purpose of the ticket from the Reason dropdown.  

  4. Provide details about your request or inquiry in the Description field. 

  5. When finished, click Save to submit the ticket. A member of our support staff will respond as soon as possible. If you would prefer to be contacted over the telephone, please include your contact information in the ticket description.

Updating an Existing Support Ticket

It's easy to add comments to a support ticket and to view a ticket's history.

Adding Comments to a Ticket

To add additional comments to a ticket or to respond to our Support team:

  1. Select the ticket ID from "Support Tickets" list. 
  2. Click Add Comment to add additional information or to respond to our Support team. 

    When a Support agent responds to the ticket, their response will appear in the list of comments. 

Viewing a Ticket's History

You can view the history of a ticket by clicking the History tab.

Subscribing to Ticket Updates

Want to be in the know when an update occurred to one of your Support tickets? You can opt to receive email notifications whenever a Support ticket is created or updated on your merchant account.

  1. Navigate to Administration > Users and select the user that you wish to subscribe to ticket updates.
  2. Click the Email Notifications tab. 
  3. Scroll down to the "Transactions & Event Notifications" section and check the box next to Support Ticket Alerts
  4. Click Save when finished. You will now receive email notifications when support tickets are created and updated.