Sales & CRM
Customer Service Management
Sales & CRM
Module 21 of 45
Keep every support request on track and on time
What it does
Give support teams one place to receive, assign and close customer requests. Service levels and KPIs define how quickly each ticket should be handled, and violations are flagged so nothing quietly slips. Workflows move tickets through the stages your team actually uses, with the full history kept against the customer.
Who uses it
Support agents, team leads and service managers handling customer enquiries.
Where it fits
Tickets are held against the customer record, so agents see past conversations, related services and warranty details on the same page. Handover to service or warranty work stays on one account, and portal ratings give managers a read on how the desk is performing.
What it supports
- SLA Management
- SLA Violation Tracking
- KPI Management
- Support Workflow Management
- Category Management
- Scanned Mail Handling
- Ticket Management
- Ticket Stage Management
- Ticket Action Rules
- Ticket History
- Customer Information Panel
- Mail Scan Rules
- Email Template Management
- Portal Rating Management