Support is where customers decide whether to renew
Every case is a small test. Vtiger's help desk puts the full commercial history next to the ticket, so the person answering knows who they are talking to and what was promised.
Every case is a small test. Vtiger's help desk puts the full commercial history next to the ticket, so the person answering knows who they are talking to and what was promised.
How the desk runs
Email, phone, chat, web form, portal and social all become cases in the same queue. Nobody monitors four inboxes and hopes.
Resolution time, workload distribution, satisfaction ratings and backlog, live rather than at month end. Bottlenecks show up while they are still small.
SLAs by customer group and priority, with escalation before the breach rather than a report about it afterwards. Business hours per region so nobody is measured against a night they were asleep.
The agent sees past cases, the open deal, the invoices and the last three conversations before they type a word. Suggested answers improve as the team uses them.
Mentions pull in whoever is needed, documents get exchanged through the portal rather than by email, and the customer never has to repeat themselves.
One View shows the SLA status and due date beside the case, along with related chats, calls and billable hours.
Volume, channels, who picks up, and what falls through. Twenty minutes and we will tell you what we would change first.