Support
IT IS Support
With the support module you can handle your helpdesk or customer support in a simple and structured way. Tickets can be created via incoming emails or by customers via the website. You can also link tickets to a support contract and also keep the customer informed about the status in the portal.
Working times are recorded via the ticket or associated tasks and can be invoiced to the customer.
Support Tickets
Customer service and support - transparent and simple
Upload modules/apps
Customers can enter support tickets via 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 ticket confirmation.
Directly when sending the ticket, the customer already receives a ticket number.
Stay up to date
Via the portal function, the customer, but also the internal employee, can view all his tickets and the status of processing. Messages and time bookings that are 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 a direct overview of the ongoing, but also canceled or completed tickets. You can also see the status of the individual support teams, as well as a historical, graphical view of the support volume.
Ticket processing
In the ticket itself, a number of functions are available that allow an assignment to a team or an agent. The escalation of tickets is also possible.
All work can be recorded via time recording on the ticket or via the task. This enables an evaluation or billing to the customer.
Time recording is also possible via a start/stop timer. All messages or e-mails for the process are visible in the chatter. All entries made here are also available in the portal for the customer.
IT IS easy business - the complete solution for your company
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