In a helpdesk, customer inquiries or support requests are not always submitted directly by those affected. It is often a combination of email support requests directly from the customer or end user and manual ticket creation on behalf of the customer by an internal support or sales representative.
In order to always have the relevant information about the customer available for each transaction, the helpdesk can be linked to the system for managing customer data, so that the support staff can also view the master data of the respective customer for a ticket that has been submitted.
However, direct access of the ticket system to the customer administration should be avoided, so the relevant information must be made available to the system in a different way.
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