Support & Ticketing
The built-in support system lets you track customer enquiries, log issues and manage tasks without needing a separate helpdesk tool. Everything lives alongside your billing data, so you always have the full picture when helping a customer.
In This Section
Section titled “In This Section”- Ticket Management: Create, update and track support tickets
- To-Do Management: Manage tasks and follow-ups
Tickets or Cases?
Section titled “Tickets or Cases?”The platform now has two ways to hold a customer conversation, and which you use depends on how your platform is set up.
Tickets are the original mechanism, described in this section. They still work exactly as they did.
Cases are the CRM service desk. A case is customer-visible and threaded like a ticket, but it can be assigned to a person or a department, carries a priority and SLA targets, and sits in a queue with a Take next case button. Cases are the route the CRM uses for everything it starts, including Compose Email, proposal questions and payment promises.
Where the per-dealer setting Inbound Mail Opens Cases is switched on, unmatched email from a recognised customer opens a case instead of raising a ticket, and the Raise Ticket buttons disappear for that dealer’s customers. Replies to existing ticket threads still land on their tickets, unknown senders keep the enquiry and ticket flow, and ticket history stays readable.
Where to Start
Section titled “Where to Start”If you need to log a customer issue, head to Ticket Management. For internal tasks and reminders, see To-Do Management.
Paying for a separate helpdesk when your billing platform could handle support too? find out how SAFE Billing Platform keeps everything in one place