Provider support tickets
How submitting a ticket to your platform provider works, why it is separate from your own service desk, and what lands in your audit log.
Your service desk handles your organisation's incidents and requests. But sometimes the problem is not yours to fix — logins to the platform itself fail, an export times out, you need a platform limit raised. For that, TENSOR has Provider support (Settings → Provider support): a direct channel from your tenant to the platform provider's own service desk.
What happens when you submit
A provider ticket (id PT-…) is created in the provider's queue, not in your incident or request lists. The provider team works it through a fixed lifecycle:
Submitted → Acknowledged → In progress → Resolved → Closed
You watch the state, and the resolution note when it arrives, on the same settings page you submitted from. If your problem started as one of your own tickets, reference it (for example INC-1234) when submitting — the provider sees the link, and your team keeps the trail.
Why it is separate from your own service desk
Two different organisations work the two queues. Your incidents stay entirely inside your tenant; a provider ticket is explicitly information you hand to your provider (title, description, priority). Keeping the spaces separate means nothing about your internal service desk is visible to the provider unless you put it in the ticket.
What lands in your audit log
Every step the provider takes on your ticket — acknowledging it, starting work, resolving, closing, re-opening, assigning — is written to your tenant's tamper-evident audit log as a platform/provider_ticket.… event, naming the provider staff member who acted. Your auditors can verify the full lifecycle of everything your organisation escalated without asking the provider for evidence.
Who can use it
Submitting and viewing require the settings.provider_ticket.submit / .read permissions, held by tenant administrators, service-desk supervisors, and incident managers by default (see the role catalog). Any role can be granted them through custom role composition.