To activate the supportmomdule (if included in your license), go to Configuration --> Main settings --> Features and enable Support

Then go to Main settings --> Data fields and scroll down to Support and enable the features you want in the module. Most customers do not use Owner but Responsible instead (always activated and will not be shown here).

In the support module you can manage customer inquires and feedback directly in webCRM. This allows you to have the full overview of your customers from the moment they enter as leads to they beacome customers who need support and further communication.

A support case is always linked to an Organisation and a Contact person (sometimes also Products), in webCRM. Support cases can be received by e-mail, landingspages or be manually created fx. from a phone call.

In the support module it is possible to set up up multiple channels and deadlines based on working hours and holidays.

To configure the module go to Configurations --> Integration --> Support.

To begin with you can create a setup for special e-mail adresses, if you want to blacklist certain e-mails or domains, so no support cases will be created if coming from these adresses. You can also list email adresses and domains that should not receive an auto-reply/response.

Under E-mail ignore CC you can insert e-mails - typically internal e-mails - that will not be included in the correspondance even though they were on CC on the first email from the customer.

If you choose to activate Highlight list item, the support cases will be marked with yellow, when there is a new reply from a customer.

4. Here you can type in the opening hours for your support department. If you set a deadline of 24 hours, the 24 hours will be counted within the listed working hours.

5. Insert days where your support department is closed, such as Christmas Day and New Years Eve etc. These holidays will also be taken into account, when counting the 24 hour deadline.

6. Here you can list external e-mails (persons who are not users in webCRM) you would like to be able to send to and from in the support. Be aware that your e-mail integration must have access to send from these e-mails.

7. This is a unique e-mail adress to your webCRM support inbox. Usually you would then have your own support e-mail address and then forward to this e-mail, which will automatically create a support case. We highly recommend setting up an automation that does this for you.
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NOTICE: Make sure not to copy the mail from the above example. The link is unique to each webCRM and you will find it in your support configurations!

8. To make sure the system can set up the correct deadlines, you will have to choose the correct timezone.

9. Here you type in the name (usually your company name) e-mail adress you would like to send from when replying to a support case (usually the same that you forwarded from), and the separator text is what will separate the answers in the customer correspondance.

NOTICE: The e-mail you have chosen in your Integration in webCRM should have access to send e-mails from this particular address.

10. Here you choose what should happen, when a support case is created from an incoming e-mail: Who should be responsible, and what action or status should the case be given.

It is also where you decide whether the support case should be placed on a certain organsation, if the organisation is unknown in the system, the moment the case is created.

11. Choose what should happen when the supportcase is updated form an incoming e-mail, for example when a customer replies to the case.

In the support module you find multiple drop down lists. For support this is where you decide which values should be in the system field Action.

Go to Configurations --> Drop down lists --> Support. Here you can insert more Actions or Closing Reason for the cases.

NOTICE: Actions are also the columns you will see in the kanban view!

You can change the list view to the kanban view as shown below:

Now your support cases will be shown in the Actions column registrered on each case. You can drag and drop the cases between the columns to change the Action.

You can use templates and auto-reply in the support module. Read more about how in the article here.

Go to Configurations --> Custom fields --> Support. You can have up to 16 custom fields in the support module. The fields can be used to register more information regarding a support case, that would be relevant to your specific business.

To read more about custom fields, read the article here.