Frequently Asked Questions: Support Tickets

As a customer service team member, you receive customer requests from different channels like emails, fax, phone calls etc. and have to deal with them in separate places. Support Tickets provide you with an ability to manage customer requests with ticketing system. With Support Tickets:

  • Offer your customers a place to send support tickets to your customer service team.
  • Manage all incoming tickets in one well-structured place.
  • Make your customers satisfied by providing them with a quick and transparent support process.

When the feature is activated, you will be given a customized Support Portal and a new entry on your sidebar called Support Ticket Status. Follow the given steps to work with Support Tickets:

  • Share the link of your Support Portal with your customers.
  • Let your customers send support tickets to you.
  • Review the received support ticket through your Inbox or Support Ticket Status page.
  • Leave a comment to the ticket or mark it as resolved.

To be able to send a support ticket to you, your customers need to have an ecratum account. When they are given the link to your Support Portal, they can log in to ecratum through it or create an ecratum account for free.

Go to Support Tickets