Operations & Support
Handle Helpdesk requests and website conversations, collaborate through messaging and meetings, and work with the configured communication tools. Keep the support ticket as the record of customer and supplier enquiries.
Start with your activity
Handle Helpdesk requests and website conversations, collaborate through messaging and meetings, and work with the configured communication tools. Keep the support ticket as the record of customer and supplier enquiries.
Collaboration
Use team messaging for discussions, meetings for live collaboration, and Mail for individually configured IMAP accounts. An ERP link is an entry point; service sign-in and mailbox authentication may still be required.
↗47 documented pagesHelpdesk & Requests
Review customer and supplier requests as tickets, assign the responsible team, and record responses and resolution. Maintain the associated ERP party and document reference so support activity can be traced to the business record.
↗1 documented pagesLive Chat
Review website conversations in the chat operator console. Check the inbox and agent assignment, respond to the visitor and preserve the linked Helpdesk request where configured. The messaging collaboration service is separate from website support chat.
↗11 documented pagesCalls
Use the configured telephony service and permitted calling account. Record the business follow-up in the relevant customer, supplier or support record. External calling access and charges are determined by the provider account.
↗Task tutorials
Handle customer and supplier support requests
A resolved ticket does not automatically receive stock, pay an invoice or approve supplier access.
↗TutorialFind open website chats
Website chat, team messaging and Helpdesk are separate interfaces. Check the website inbox and operator availability when a visitor is not receiving a response.
↗TutorialUse team messaging, meetings and Mail
Mailbox credentials authenticate to the mail provider. They are separate from ERP or collaboration passwords; keep message content private and do not store secrets in a guide.
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