Support Desk
Every customer request answered, and nothing forgotten.
Customers raise requests on the portal; each becomes a numbered ticket with its own conversation that your team assigns, answers and closes.
The Support Desk turns customer requests from the portal into numbered tickets, each with its own conversation. Your team assigns each ticket to a member of staff, replies, and resolves or closes it in the same step. Replies appear in the customer's portal straight away. The queue opens on live work, with tickets waiting on your reply first, and shows how long each customer has waited. Internal notes stay inside your team. Messages cannot be edited or deleted, so the history in InvoiceNET® stays complete.
Why use it
- You have complaints scattered across calls and chatsHere each request is a numbered ticket with its conversation.
- You do not know who is handling a complaintHere every ticket is assigned to a member of staff.
- You leave some customers waiting too longHere the waiting time shows on the ticket and turns red after a day.
- You need your staff to discuss a case out of the customer's sightHere internal notes are visible only to your team.
Key advantages
The queue puts tickets awaiting your reply first, so unanswered work is in front.
Reply and status change happen in one step, so tickets are not left open by mistake.
Messages cannot be edited or deleted, so the record of what was said is kept.
A customer reply to a resolved ticket reopens it, so follow-ups are not missed.
Find jumps to a ticket by number, customer or subject.
Business benefits
Nothing forgotten
Every customer request stays open until someone resolves or closes it.
Clear ownership
Each ticket names who is responsible for it.
Better service
You see who has waited longest and answer them first.
Where it is used
A retailer reports a wrong item in a delivery through the portal.
A ticket is raised, assigned to the despatch staff and answered in the portal.
Clients raise service requests that need a reply within a day.
The queue shows waiting time, and turns red when a client has waited over a day.
What it costs, and what it saves
The price list could not be read just now; the pricing page shows today's price.
What it replaces
- Tracking complaints in phone notes and chats
- Asking around who is handling a request
- Calling customers back to update them
Work out your saving
Your own figures, 26 working days a month. An estimate, not a promise. User licences are priced separately.
What it does for you
A queue that opens on live work, with those waiting on you first.
How long each customer has waited, shown on the ticket.
Tickets assigned to a member of staff.
The whole conversation kept with the ticket.