IT IS Support
The support module allows you to handle your help desk or customer support in a simple and structured manner. Tickets can be created via incoming emails or by customers via the website. You can also pair tickets with a support agreement and keep the customer informed about the status in the portal.
Working hours are recorded via the ticket or associated tasks and can be invoiced to the customer.
Support Tickets
Customer service and support - transparent and simple
Create tickets from the website
Customers can collect support tickets from the website and already set the priority there, as well as enter corresponding descriptions and attach screenshots or documents. The created ticket lands directly in your support system and can be processed by colleagues.
Depending on the agreement with the customer, you can define automatic emails based on freely configurable levels, which are sent e.g. for confirmation of the ticket.
Directly when sending the ticket, the customer already receives a ticket number.
Up-to-date remain
Via the portal function, the customer, but also the internal employee, can view all his tickets and the status of the processing. Messages and newspaper bookings made on the ticket are visible there.
Furthermore, the customer can even download a report of the ticket as a pdf report.
Overview of your tickets
With the Dahsboard you have an overview of the current, but also aborting or completed tickets. You will also see the status of each support team, as well as a historical, graphical view of the support volume.
Treatment of the ticket
A number of functions are available in the ticket itself, which allow an assignment to a team or a processor. The escalation of tickets is also possible.
All work can be recorded on the ticket or via the task. This makes it possible to evaluate or invoice the customer.
Time recording is also possible via a start/stop timer. All messages or emails relating to the operation are visible in the chatter. All entries made here are also available in the portal for the customer.
