by anettes | Dec 15, 2022 | Ticketsystem, Workflows
Do you use a CRM to manage customer inquiries? And do you also use a ticket system for bug reports and change requests from existing customers or for project management? So it might be a good idea to combine the two. This would allow you, for example, to have...
by anettes | Nov 16, 2022 | Ticketsystem
A customer portal for direct ticket creation is a fine thing: your customers can enter their tickets directly in a form, track the progress of their tickets and communicate with support staff via public comments. The support team members, in turn, can exchange private...
by anettes | Oct 7, 2022 | Ticketsystem
Of course, it is nice and practical when customer inquiries or complaints are received by mail and can be managed directly in a corresponding CRM or ticket system. Unfortunately, such accessibility also opens the door for spam. Who doesn’t know them, the...
by anettes | Aug 22, 2022 | Multilingual content, Office365/SharePoint, Ticketsystem
One helpdesk – but different mailboxes. Does that make sense? And is that even possible? The answer is “Yes!” For example, companies with offices in different countries, such as Germany and the U.S., could manage all incoming tickets through a common...
by anettes | Jul 6, 2022 | Microsoft SharePoint, Sample solutions, Ticketsystem, Tips & Tricks
In the course of processing a ticket, various possible solutions are discussed and sometimes discarded via the comment function. After the ticket is closed, it may make sense to keep only those comments that are on target as public and subsequently make the discarded...
by anettes | Jun 22, 2022 | Ticketsystem, Tips & Tricks
Has it ever happened to you that you know exactly WHO asked you a certain question or reported a problem, but you can’t remember exactly what the issue was? A topic that many customer advisors are probably familiar with from their day-to-day work. In our...