If you are the main client administrator for your instance of Spark, you may be granted access by your Organisation to have visibility of all Support Requests raised by the users of that Spark instance, and be able to update them and assist with queries as an additional party.
This may not be possible for some administrators if they are a part of a wider multi-client base on one Spark instance.
In order to have this access, you will need to be able to log into a Sponge Support Account and have verifiable authorisation from the Client owner of the Spark instance.
Being granted Visibility Access does not automatically CC you to all tickets for your organisation, and you will not receive automatic updates or reports about Support Requests being created by users.
Once granted, this access will allow you to view and see the status for all tickets submitted by users via your support account here on the Launch&Learn Support Desk.
If a user submits a support ticket via an email address that is not automatically able to be associated with a specific organisation, (such as a gmail or hotmail address) their support ticket may not be visible to you. It will need to be manually associated with your Organisation by a Support team member.