Zodiac Tech CRM Docs

Support Agent

The agency panel's client-facing desk — triage Client Requests, run the Support Desk tickets, answer Live Chat, and help clients get their Meta connection working.

support Medium ⏱ 12 min Updated 2026-10-05

Support Agent

You are the client's first human answer inside the agency panel. Three queues are yours — Client Requests, Support Desk and Live Chat — plus one superpower: you can send a client a secure link to connect their own Facebook assets. Nothing waits in the dark when you are on.

Who this is for

Zodiac Tech agency staff with the support_agent role, signing in at /agency/login. Prerequisites: your agency account exists (created at /super-admin/meta-ads/agency-team) and clients are live in the agency panel.

Your permissions in plain language

From AgencyRolesSeeder::ROLE_PERMISSIONS['support_agent']:

Granted Meaning
meta.view See the agency panel and open client records.
meta.connect Send a client the Request Facebook Connection link from their workspace.
meta.support.manage Client Requests, Support Desk and Live Chat — all three queues.

Not granted, deliberately: meta.setup (the Setup Queue belongs to the Account Manager), meta.client.manage, meta.campaign.create/edit/pause (Ads Specialist), meta.creative.manage (Creative Specialist), meta.campaign.launch (QA Reviewer), and meta.performance.view.

Your daily routine

1. Client Requests — the worklist

Meta Ads → Client Requests (/agency/meta-ads/client-requests). The nav badge counts new requests; the Show filter keeps open work in front of you.

  • Requests arrive typed: New creative, Budget change, Pause campaign, New campaign, Connection help, Reporting, Other — with urgency Normal or Urgent.
  • Assign each one to a team member, set a Due date, and move the Status through New → In Review → Approved → In Progress → Done (or Declined).
  • When you resolve or decline, write the resolution note — it is kept on the request so the client's next question answers itself later.
  • Route execution properly: creative requests go to the creative specialist, campaign changes to the ads side. You triage and keep the client informed; you do not do their jobs.

2. Support Desk — the ticket queue

Meta Ads → Support Desk (/agency/meta-ads/support-desk) — every open ticket, with the nav badge showing how many are open. The lifecycle is New → Assigned → In Progress → Waiting for Client → Resolved → Closed; resolving or closing applies a resolution note to the ticket and the change is audited.

  • Waiting for Client is a real status — use it instead of leaving stale tickets open.
  • Resolved/Closed means the client has been told, not just that you know the answer.

3. Live Chat — the two-pane screen

Meta Ads → Live Chat (/agency/meta-ads/live-chat), directly after Support Desk. Open conversations sit in one pane, newest activity first, each with an unread count; the app lands you straight in the freshest conversation. Reply as the agency; internal notes stay internal — the client never sees them, so never put the answer there.

4. Unblock Meta connections

On a client's workspace view, Request Facebook Connection (visible with meta.connect) emails the workspace owner a secure, 7-day link straight into their own Meta connection screen — clients are never asked to paste tokens. If they are stuck mid-connection, walk them through Connect Meta (Facebook) and Choose your Page & Ad Account.

Expected result: every request has an owner, a due date and a truthful status; no chat sits unanswered; connection problems turn into sent links.

Common mistakes

  • Letting requests pile up in New. Assign + due date is the whole point of the badge.
  • Answering in an internal note. Notes are for colleagues; the client reads none of it.
  • Resolving without telling the client. Close the loop in the request note, the ticket note or the chat thread — one of the three, always.
  • Trying to fix the campaign, creative or setup yourself. You do not hold those permissions by design; route and inform.

Technical details

  • Pages: MetaRequestsQueue (meta-ads/client-requests), MetaSupportDesk (meta-ads/support-desk), MetaLiveChat (meta-ads/live-chat) — all gated on meta.support.manage; nav badges count new requests and open tickets.
  • meta.connect gates the Request Facebook Connection action on the client workspace view; MetaConnectionRequester sends the link and the send is audited as meta_ops.connection_requested.
  • Ticket status changes audit as meta_ops.ticket_status; request statuses and urgencies come from MetaClientRequest::STATUSES / TYPES / URGENCIES.
  • Live Chat threads are MetaTicketMessage rows with author types for client, agency and internal notes.

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