Reviewed By: Achini Jayasena Summary: Configuring which organizations are supported by a partner, and where their support requests are routed
Partner-Led Support is the model in which customer's organizations are supported by their Docupath partner rather than by Docupath's default support. You set it up by routing support requests from the relevant organizations and sub-organizations to the partner. In the platform, this is configured through the Bypass default support requests section in System Settings. You can select organizations one by one, or use the Automatically route all organizations toggle so that organizations created later are enrolled into routing automatically as your account grows.
When to Use
Setting up a partner to provide support for a customer's organizations (Partner-Led Support).
Routing support requests from specific organizations or sub-organizations to a partner's email address.
Enrolling newly created organizations into partner routing automatically, instead of selecting each one by hand.
Prerequisites
Admin or Manager role in Docupath (this is configured in System Settings).
The partner's email address or addresses, where support requests should be routed.
Steps
Open the Settings
From the Main Menu, go to System Settings, then the Bypass default support requests section.
Set the Routing Method and Recipients
Under Routing method, open Select routing method and choose a method. Email routing sends tickets via email using a customizable template.
In Email recipients, enter the partner's email address or addresses that should receive the requests. Separate multiple addresses with commas.
Click Save.
Select the Organizations for Partner-Led Support
Under Select organizations to bypass, set the Automatically route all organizations toggle, which sits above the organization list. It controls how newly created organizations are handled:
On: any organization or sub-organization created afterward is automatically included in ticket routing, and its support requests are routed to your configured support destination without extra setup.
Off: newly created organizations are not included automatically, and you add them manually as needed.
The toggle is account-wide and its state is saved immediately when you switch it.
Note: Changing this setting requires the Admin or Manager role, like the rest of System Settings.
Check the organizations and sub-organizations that the partner will support.
Selecting an organization includes its sub-organizations. You can also select individual sub-organizations.
Use the Search bar to find a specific organization.
You can select or deselect any individual organization at any time, regardless of the toggle. The toggle only governs what happens to newly created organizations.
Click Save.
The routing method section and the organization selection each have their own Save button, so save both after making changes.
Expected Outcome
The selected organizations and sub-organizations now receive Partner-Led Support: their support requests are routed to the partner using the configured routing method, instead of going to Docupath's default support.
If Automatically route all organizations is on, every organization you or your team create from that point on is routing-enabled by default, without being selected by hand.
Effect on Users in Partner-Led Organizations
Users in organizations set to Partner-Led Support cannot directly escalate conversations to human support in the Messenger. To request formal support from their partner, they fill out the Support Questionnaire.
Tenant Admins and Managers are exempt. Because they have tenant-wide access and are not bound to a specific organization, they are treated as having Direct Support.
Common Issues
Issue | Cause | Resolution |
A newly created organization is not routing to the partner | Automatically route all organizations was off when the organization was created | Select the organization under Select organizations to bypass and click Save, or turn the toggle on so future organizations are included |
Existing organizations still route to Docupath's default support after turning the toggle on | The toggle only governs organizations created after it is switched on, and never changes organizations that already exist | Select those organizations manually and click Save |
Organizations keep routing to the partner after turning the toggle off | Turning the toggle off stops auto-enrolling new organizations, but does not remove organizations that were already routing | Deselect the organizations individually and click Save |
Organization selections do not take effect | The routing method section and the organization selection are saved separately | Click Save in both sections after making changes |
Notes
The Automatically route all organizations toggle only affects organizations created after you switch it. It never alters existing organizations or selections you have already made.
With the toggle on, new organizations and sub-organizations (created via Manage Organizations) are Partner-Led by default. If a specific new organization should not be Partner-Led, deselect it in the organization list.
With the toggle off, new organizations and sub-organizations are not set to Partner-Led Support automatically, so return to this configuration and select them here if they should also be Partner-Led.
The toggle is account-wide and saves immediately when you switch it. It does not use the Save button that applies to the organization selection.
The routing method and recipients section and the organization selection are saved separately, each with its own Save button.
Docupath separately logs bypassed support requests in our own helpdesk for auditing and monitoring purposes.
Email routing sends tickets via email using a customizable template.