CRM & sales pipeline
If a customer whose company is not clear gets in touch, you assign the request to the right company under “To assign”.
Learn more
Support ticketing.
Requests organised, customers informed.
Support ticketing is the module in Saldora that receives your customers’ requests as tickets and follows them through to resolution. Customers get in touch via the customer portal or the widget on your website, and your team works through the tickets on the board. Status emails keep customers up to date, and when needed a ticket becomes a project task.
Customer portal and website widget · Automatic status emails · Ticket → project task · Data in Switzerland
How does a request become a resolved ticket?
Four stations: the customer gets in touch, the ticket lands on the board, your team works on it – and the status email informs the customer.
-
1
Request via portal or widget
Your customers log in to the customer portal, see their tickets and create new requests with “New ticket”. You embed the widget in your website with a snippet, with your own accent colour, language and logo; “Allowed domains” restrict it to your sites.
-
2
The ticket lands on the board
New tickets appear as cards on the board; you change the status by dragging a card into another column. You record requests after a phone call yourself with “New ticket”. If a customer’s company is not clear, the ticket shows “Company open”, and you assign it.
-
3
Work on it, assign, reply
In the ticket you set status, priority and assignee; with “Assign to me” you take it on yourself. You save replies in the history; as an “Internal note” they stay invisible to the customer. If it turns into more, “Convert to task” makes the ticket a task in a project.
-
4
Status email to the customer
Under “Send email to customer” you choose a template and adjust subject and message. With the column automation “Send email to customer automatically”, the chosen template goes to the customer by itself as soon as a ticket lands in that column – for instance when it is resolved.
What do you get with Support ticketing?
Four things that make your support predictable.
-
Only my tickets
“Only mine” shows only the tickets assigned to you. Who is available as an assignee is defined in the team settings with the support icon on the team member.
-
Priorities and billing
You maintain priority levels with a price in CHF and a colour. In the “Billing” field you record “Open”, “Bill” or “Goodwill” per ticket.
-
Forms per language
You set title, introduction, additional recipients, default priority and field labels per form and language.
-
Notifications for your team
Under “Notification for new tickets” you enter the addresses that are informed of every new request. You switch email templates with placeholders on or off individually.
Frequently asked questions about Support ticketing
The module with which you receive your own customers’ requests as tickets, answer them and keep track of their status. Customers get in touch via the customer portal or the widget on your website.
Via the widget on your website or in the customer portal. There they see their tickets, create new requests with “New ticket” and reply to follow-up questions. They set up access via “Set up here” on the login page and set a password by email.
Under Support → Settings → Widget you switch on “Widget active”, save and copy the embed code with “Copy snippet”. This code is best added to your website’s HTML by your web developer.
No. You send an email via “Send email to customer” with a template. In addition, you switch on “Send email to customer automatically” per column; if a ticket lands there, the chosen template goes to the customer automatically.
Yes. Set “Internal note” when replying, and the customer will not see the text. You attach files with the paper clip.
“New”, “In progress”, “Waiting for customer”, “Resolved” and “Closed”. You change the status in the ticket or by dragging the card into another column on the board. You open archived tickets on the board with “Archive”.
With the “Billing” field: “Open”, “Bill” or “Goodwill”. You maintain the priority levels in the settings with a price in CHF and a colour.
Yes, with “Allowed domains”. “Regenerate key” makes the previous embed code invalid.
Save time, effort and costs with the Saldora Business Suite.
Receive requests, work on them on the board, inform customers – try Support ticketing free for 30 days.