Helpdesk
Helpdesk turns your customers’ requests into tickets your team answers, and lets customers follow theirs on a page of their own.
Tickets
Tickets are numbered from #1001 and move from New to Open, Pending, Solved and Closed. Reply to the customer, or leave an internal note for the team.
The support page
Customers ask for help on your support page, without an account, and follow their ticket at its private link: they read your answers, reply, and rate the help once solved. Your website can link to it.
Response times
Each priority has its hours to answer and to solve. Every ticket shows its clock, and the inbox counts those that are late.
Assignment
Assign tickets by hand, or in turn: each new ticket to the agent with the fewest open ones.
Context
A ticket shows its customer from the CRM, and the order they ask about from the Online store; the CRM lists each customer’s tickets.