This module allows you to manage the support you offer to your customers or resellers. It provides your support team with all the information they need to provide efficient support even if it's the first time they have spoken with a particular customer.
You can define a SLA for each individual contact, allowing ClickHQ to help you to maintain a high service level. ClickHQ only counts your working hours when measuring the time a ticket has been open, this allows you to prioritise the support you give to ensure you meet all your Service Level Agreements.
As soon as a customer raises a support issue, users can open a new support ticket for that contact. The ticket can be titled, put into a category and an urgency level selected. Categories and urgency levels are configured as part of your ClickHQ setup but can be modified at any time.
Tickets are viewed as a thread of communications and actions, you can easily update a thread specifying who made the update (it may have been the customer), by what method the communication was made and what action has been taken, if any. The action are predefined as part of your ClickHQ setup but as with everything can be easily adjusted at any time.
Updates to Support Tickets are automatically sent out as messages and emails to the relevant account managers, the contact you are supporting and any other parties that you want to keep informed.
The Open and Closed Ticket views give you a quick overview of support tickets, sorted by age.
Combining this already powerful module with the Portal Module. This allows you to offer highly efficient, web based support. Customer can then raise, follow and reply to support threads through the Portal Module.
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