Electric IT Hub | Support Center Settings

Support Center Settings

The Support Center Settings page allows you to manage how support requests are handled within your organization by assigning Category Champions to review and address specific types of requests per IT category from other employees.

In the IT Hub, Champion is a term that is meant to be the employee at your organization who is the owner, decision-maker, or highest level admin. This can be a different person per category, per application, or be the same employee for everything depending on your business size and employee structure.

Category Champion Assignment

Categories available for assignment include: Applications, Connectivity, Device, Offboarding, Onboarding, Something Else
If no Category Champion is assigned to a category, requests will default to the Super Admin (typically the first ever employee that logs in to the IT Hub to configure).
Proper assignment of Category Champions is crucial for maintaining a streamlined and responsive support system within your organization. Later, when requests are made via IT Hub, Category Champions are automatically assigned through a randomized selection process from your designated champions to ensure balanced workload distribution.

What is an Application Champion, and how does it compare to a Category Champion?

An Application Champion is a designated employee responsible for managing user access and handling support requests for a specific SaaS application instead of all applications.
- For example: An employee in the marketing department would be the admin who creates new accounts for other employees who need access to MailChimp, Klaviyo, or Canva.
To assign one, go to the Applications section, select the application, enter the name of the employee in the App Champion field.

See this article on Task Assignment for more information: https://support.electric.ai/electricithub/electric-it-hub-tasks#ElectricITHub%7CTasks-ViewingTasks-Assignments

Adding or Removing a Request Category Champion

To add or remove a request category champion:

Log in to the IT Hub
Click your company name in the top menu
Select Settings
Select the Support Center tab
Fill in the form

Only one request champion is allowed.