Help centre · Step-by-step manual
Customer Support
Choose the appropriate workspace and branch. Your plan, enabled modules and team permissions determine which actions are available.
Customer Support
- Create a ticket with its customer, priority, assignee and response or resolution deadlines.
- Record replies and internal notes separately. A logged phone, email or WhatsApp reply records a conversation already made. Only a Portal reply is visible through an enabled Customer Portal.
- Resolve the ticket with the outcome, or reopen it if work remains. With Services enabled and the necessary rights, escalate it to a linked service order.
On this screen
Online · Customer Support
Online · Tickets
| Action | Available when |
|---|---|
| Assign | Open · Waiting |
| Record reply to customer | Open · Waiting |
| Resolve | Open · Waiting |
| Reopen | Resolved |
| Record feedback | Resolved |
| Use knowledge article | Open · Waiting |
| Create service order | Open · Waiting |
Title · Customer · Description · Assigned to · Priority · Front Desk case ID · Method · Details · Rating · Use knowledge article · Site / address
Online · Knowledge articles
| Action | Available when |
|---|---|
| Edit | * |
| Publish | Draft · Archived |
| Archive | Published |
Title · Category · Description
