Technical customer support via the Internet
Good afternoon, Habrayuzer! You know that good automation systems are needed to simplify the lives of users? For example, to speed up the process or improve the interaction between participants in a process.
Our SmartNut (SaaS Service Desk system for supporting customers of IT companies) is a good automation system that simplifies life. At least, we are doing everything to ensure that it is. We already wrote to Habr that we taught SmartNut to automatically disassemble email from the technical support box and register tickets based on this. And the other day in SmartNut, a full-fledged personal client account, accessible via the web, finally appeared.
In short: now you can give contact persons of your clients access to the web-office, where they will be able to submit new applications, look old and correspond in the comments with the engineers and employees of your company.
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If in detail - under habrakat.
So, you provide IT services to clients (subscriber services for computers, hosting, Internet and other 1C). Therefore, your customers periodically send you service requests or report incidents / malfunctions. Previously, SmartNut applications could be registered, distributed to engineers, and controlled for execution. Now you can e-mail the client’s contact password to access your personal account in order to attach it to the application processing process and provide complete and up-to-date information about the service:
At the same time, customer contacts may have different levels of access. Regular contact persons see in the personal account only the list of their applications. Key - a list of all applications of the company.
In addition to viewing applications, customer contact persons can create new ones (attaching screenshots to them, for example):
Also, customer contacts and technical support staff can correspond in the comments. At the same time, when writing a comment, engineers can indicate whether this comment is displayed to the client in a private office or not (in the case of official correspondence on an application, for example). Information about such comments will immediately go to the contact person by email:
If you are responsible for customer service in the company - go to the site and join SmartNut. For beginners, small (up to 4 employees inclusive) businesses are free of charge.
If you have an idle interest to "look" at the system - welcome to the details given below.
Address: dev.smartnut.ru/habratest/
Login: habrauser
Password: habratest
This is access to the test company account, there is no real data there, but you can click on the buttons. Access with admin rights. We hope for the prudence of users, but still please do not change the test password (and this has already happened), so that everyone can see.
Our SmartNut (SaaS Service Desk system for supporting customers of IT companies) is a good automation system that simplifies life. At least, we are doing everything to ensure that it is. We already wrote to Habr that we taught SmartNut to automatically disassemble email from the technical support box and register tickets based on this. And the other day in SmartNut, a full-fledged personal client account, accessible via the web, finally appeared.
In short: now you can give contact persons of your clients access to the web-office, where they will be able to submit new applications, look old and correspond in the comments with the engineers and employees of your company.
')
If in detail - under habrakat.
So, you provide IT services to clients (subscriber services for computers, hosting, Internet and other 1C). Therefore, your customers periodically send you service requests or report incidents / malfunctions. Previously, SmartNut applications could be registered, distributed to engineers, and controlled for execution. Now you can e-mail the client’s contact password to access your personal account in order to attach it to the application processing process and provide complete and up-to-date information about the service:
At the same time, customer contacts may have different levels of access. Regular contact persons see in the personal account only the list of their applications. Key - a list of all applications of the company.
In addition to viewing applications, customer contact persons can create new ones (attaching screenshots to them, for example):
Also, customer contacts and technical support staff can correspond in the comments. At the same time, when writing a comment, engineers can indicate whether this comment is displayed to the client in a private office or not (in the case of official correspondence on an application, for example). Information about such comments will immediately go to the contact person by email:
If you are responsible for customer service in the company - go to the site and join SmartNut. For beginners, small (up to 4 employees inclusive) businesses are free of charge.
If you have an idle interest to "look" at the system - welcome to the details given below.
Address: dev.smartnut.ru/habratest/
Login: habrauser
Password: habratest
This is access to the test company account, there is no real data there, but you can click on the buttons. Access with admin rights. We hope for the prudence of users, but still please do not change the test password (and this has already happened), so that everyone can see.
Source: https://habr.com/ru/post/141801/
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