Support inbox (Support-Anfragen)

The Support inbox is where requests from the CampOne support team to access your tenant land for review. When a CampOne staff member needs to look at your data — usually to investigate a problem you have reported — they cannot just open it. They must first send a request that you, as tenant_admin, approve or reject. Each request also carries a message thread, which is how the back-and-forth conversation about a ticket continues after you have submitted the form on the Help page.

The page does double duty: it is your audit log of who from CampOne has touched your tenant and when, and it is the chat thread for ongoing support cases. Pending requests show up with a red badge in the sidebar so they are hard to miss.

How to find it

In the sidebar, open the Support group at the bottom and click Support-Anfragen (Support requests). A red number badge next to the entry shows how many requests are currently waiting for your decision. The page is tenant_admin-write and staff-read; customers cannot see it.

What is on the page

A page title at the top, with the pending count next to it. Below the title is a list of request cards in reverse chronological order — newest at the top. There are no separate tabs; the status of each card is shown on the card itself.

Request card

Each card represents one access request and shows:

• Status badge — one of:
  • Pending — waiting for your decision.
  • Approved — you (or another admin) have granted access; the support session may already be live.
  • Rejected — denied. CampOne cannot see your data on this request.
  • Expired — the request was not acted on within its time window and is no longer valid.
  • Activated — the approved access has actually been used.
  • Revoked — access was withdrawn after approval.
• Requested by — the email of the CampOne person making the request.
• Reason — a short free-text note explaining why (“debug a failing payment”, “review HESTA export”).
• Scope — what the request covers (booking, account, full tenant).
• Requested duration — how long the access window will be open after approval, in minutes. Optional.
• Approve / Reject buttons — only on Pending cards.
• Comment textarea — used both for an approval note and a rejection reason. Optional but recommended; the note is saved with the audit record.
• Messages toggle — opens the message thread attached to this request.

Messages thread

Click Nachrichten on any card to expand the message thread. The thread is fetched on demand the first time you open it. Inside the panel:

• A scrollable list of messages, oldest first.
• Each message shows the sender’s role, email, timestamp and body.
• Messages from superadmin (CampOne staff) have a light-blue background; messages from tenant_admin (you) have a light-green background. The colour coding makes it easy to scan who said what.
• A reply input at the bottom. Type your message and press Enter or click Send to post.

Common workflows

Approve a support request

1. Open Support inbox. Find the Pending card at the top of the list.
2. Read the Reason and Scope carefully. If anything is unclear, expand the messages thread and ask before you approve.
3. Optionally type a note in the comment textarea (“Approved for booking #1234 only”).
4. Click Approve. The status changes to Approved. The CampOne agent is notified and can now activate the session.

Reject a request

1. On the Pending card, optionally type a reason in the comment textarea.
2. Click Reject. The request becomes Rejected and CampOne cannot use it.

You can leave the comment empty, but a short reason helps the support team understand whether to retry with a different scope.

Continue a support conversation

1. Find the request whose thread you want to continue. (After you submit a ticket from the Help page, a card with that thread appears here automatically.)
2. Click Nachrichten to expand the thread.
3. Type your reply in the input at the bottom. Press Enter or click Send.
4. New replies from CampOne appear in the same thread. If you want to know whether you have new replies, refresh the page.

Audit who touched your tenant last month

1. Scroll the list, looking for entries with status Activated.
2. Each card shows requester, reason, scope and timestamp — that is your audit trail.

Tips and gotchas

• Only tenant_admin can approve, reject or send messages. staff see the list in read-only and cannot reply.
• The pending-count badge in the sidebar updates with a small delay (every 30 seconds) — reload to force an immediate refresh.
• Requests expire if you do not act on them in time. An expired request cannot be approved retroactively; CampOne has to send a new one.
• Approval is per request. If a CampOne agent needs more time or a wider scope, they have to send a fresh request — they cannot escalate the existing one.
• Rejection notes are optional, but they help the support team improve their next attempt. The note is saved with the request and is visible to CampOne afterwards.
• There is no bulk action — each request is approved or rejected one at a time.
• The message thread is loaded on demand: opening the panel triggers a fetch. If a thread feels slow to appear the first time, that is why; subsequent opens are instant.
• Messages are not the place to share secrets. The thread is logged. For shared credentials use a password manager.
• Closing or rejecting a request does not delete the thread; both remain readable for audit.

Related pages

• Help — open a new support ticket; the resulting thread shows up here
• Roles and permissions — only tenant_admin can approve or reject support access
• Changelog — see what has shipped recently before opening a ticket about an unexpected behaviour
• Sidebar tour — where Support-Anfragen sits among the other admin entries