SUPPORT LOG MODULE

HUGE ERP support log system offers a slew of features to ensure that each ticket finds the perfect match and that your customer support system runs smoothly.

benefits:

  • Tickets are not lost due to an unrecorded email or phone conversation. Logging a ticket eliminates any ambiguity, which allows the user to log their issue in a clear and concise manner, especially when dealing with complex software systems.

  • Traceable - All corresponding emails requesting additional information can be automatically attached to the ticket, allowing the ticket's history to be traced.

  • Visibility - Users can track the status of their tickets and request updates. They can also see who is dealing with their ticket. Because updates are available immediately, the user and software support staff saved time.


WHAT YOU GET

  • Email Tickets/ Shared Inbox

    All incoming customer support emails should be converted into tickets, and responses should be sent via email.

  • Tasks

    Tasks and labels subtasks can assist you in organizing and contextualize your support tickets.

  • Internal Communication

    Use private tickets or private notes to collaborate with internal teams. The internal Team can also assign and re-assign tickets internally.

  • Time Tracking

    Agents can keep track of how much time they spend on each ticket or task.

  • Ticket links

    You can link one ticket to another using the link-ticket feature. This feature is useful for linking related or child tickets as well as splitting larger tickets.

  • Auto Assign

    Based on the first-matched rule, the auto-assignment rule monitors incoming tickets and assigns them to a specific agent or group within your company.