Support tickets

How it works

1. 1.

   Create a ticket from the web interface with subject, description and priority

2. 2.

   Tickets are automatically or manually assigned to agents

3. 3.

   Add comments and updates throughout the processing

4. 4.

   Track ticket status: open, in progress, resolved, closed

5. 5.

   Complete history of each ticket accessible from the panel

6. 6.

   Email notifications for ticket updates

Use cases

• Customer requests: every call that needs a follow-up becomes a tracked request.
• Internal incidents: a crackling extension, a printer that has stopped answering, tracked to resolution.
• Change requests: adding a line, changing opening hours, with a record of who asked.
• Recurring problems: the repetition shows, and the cause gets treated rather than the symptom.
• Handovers between colleagues: whoever takes over reads the full history.
• Following through: what was promised to a customer stays visible until it is done.

Benefits

• A request has an owner: it does not sit waiting for someone to pick it up.
• A readable state: open, in progress, resolved, closed.
• The whole exchange in one place, rather than split across mailboxes.
• The history stays available afterwards, months later if need be.
• Requests that drag show up, before the customer points them out.
• No extra tool to buy or to get people to adopt.

Examples

• A customer reports a problem on the phone: the ticket is created during the call, assigned to an engineer, and the customer is rung back once it is fixed.
• A request for a new extension: tracked from the request to going live, with a date at every step.
• A recurring incident: three identical tickets in a month reveal a cause nobody had seen.

In the panel

Read the guide: Ouvrir un ticket au support et suivre sa réponse