Welcome to the new support module. In this guide we will take you through the module and and the functionality of it.
We will go through the picture below as an example (click on it to see a bigger one) but your setup can be a bit different with the boxes in other places. That can be changed in the setup. You can read more about setting up the module here.
In the left side of the picture
In the left side of the picture you can see a list of the open support cases divided into 4 lists:
· Your own cases
· All cases
· All unassigned cases
· All unattached cases
You can click on the lists and see the different cases.
Below this box you can see the your custom fields with information about the support case. You can decide yourself what fields you would like to add here. See how to set it up in the guide here.
In the below example we have chosen to show the subject, the reason code (a custom field) priority and category. You can decide to show all your custom fields here.
Finally you can upload documents (or create them) to the support case and the see the log for the case.
In order to see the log for the entire organisation, you can click on Organisation history.
In the middle of the picture you see the correspondence with the customer and above that you can see certain information about the case:
The name of the support case. In order to to able to change this, you need to add Subject as a custom field.
The ticket number for the support case
Deadline for the case
Time since the case was created
Here you cann the support case as a favorite and you will then be able to find it in your favorites menu
Subscribe to the case and get notifications when something is changed on the case
Under Actioners you can move the support case to another organisation, edit the setup (if you are an admin) or delete the support case
When you press on Save you save the information on the case, and when clicking on the arrow next to it, you can also choose to close the case.
By clicking on the arrows you can change between the support cases
The correspondence itself is presented as a chat to give an easy overview, it is however important to note that these are emails.
In order to see the actual email, you can click on the little window on top of each message:
If you would like more information about how to answer the support cases, you can find the guide for that here.
In the right side of the picture you can see information about the organisation and contact person connected to the case. You can send a regular email to the contact, that will not be connected to the case, call and send SMS (if you have IP telephony and SMS set up in webCRM).
Below the contact information you have a box with information about the deadline, case responsible, action and channel. You can move the deadline a number of days by clicking on one of the buttons or choose the actual date in the dropdown, and change the case responsible, the action and the channel.
