Description: Centralized tool to open new support requests, track the status of open issues, and communicate directly with the support team.
What is it for? (Practical examples)
This tool is essential to ensure that all your support requests are handled efficiently and documented.
- Reporting and Tracking: Open a request to report a malfunction, request changes, or ask technical questions, and follow its progress until resolution.
- Tracked Communication: Keep all communications related to a specific issue in one place, avoiding information dispersion via email or phone.
- Quote Management: Receive and accept quotes or work orders directly within the ticket discussion, with immediate visibility on estimated delivery times.
Main Features
Opening a New Request
Opening a ticket is guided and requires the following steps:
1. Type Selection: Choose the appropriate request category (e.g., Bug Report, Plugin Request, Technical Assistance). Depending on the category, specific alerts or instructions may appear.
2. Details: Enter a clear title and a detailed description of the problem or need.
3. Attachments: You can attach up to 3 files (images, Word documents, PDFs, compressed files) to provide visual context or additional documentation.
4. Email Notifications: If you are not logged in, you must enter a valid email to receive updates. If you are a registered user, you can choose whether or not to receive email notifications.
Tracking and Management
- List View: The main screen shows all your requests with their current status:
- Pending: The ticket has been opened and awaits the first response.
- In Progress: The support team is working on the request.
- Completed: The issue has been resolved or the request fulfilled.
- Ticket Details: By accessing an individual ticket, you can view the complete message history, percentage progress, and information about when it was opened and last updated.
- Replies and Attachments: You can add new replies to the ticket at any time and attach additional files to keep the discussion up-to-date.
- Request Closure: If the issue is resolved, you can close the ticket yourself by clicking on the designated close button.
Integration with AI Assistant
Before definitively opening a new request, the system may automatically suggest relevant answers or solutions based on your message content. This allows you to find an immediate solution without waiting for support’s reply.
Automatic Integrations
Order and Quote Management
If your support request leads to sending a quote or work order from the assistance team, the ticket will automatically integrate with the order management system:
- Order Details: Inside the ticket, you will see a summary of the quote including total price (excluding VAT) and order status.
- Delivery Times: An estimated delivery date will be shown, calculated from the payment date of the order (if not yet paid, estimation starts from today’s date).
- Fast Payment: If the order has not yet been settled, a button will allow you to review and pay for the order directly from within the ticket screen.
Contacts and Support Hours
The module provides a quick contact panel to access available support channels:
| Contact Channel | Details | Availability |
|---|---|---|
| Phone/WhatsApp | Provided mobile number | Real-time indication if support is Available or Currently Closed based on defined working hours. |
| Support Email | Dedicated email address | Active 24/7 with guaranteed response within 24 hours. |
