minzpie

Dear Awesome Support

I’m mentally dissolved right now due to a big problem we just encountered. Turns out that our Servicedepartment has some serious issues regarding their clients. I was told a couple of minutes ago that most of the clients in need of support DON’T write to our support mail but rather to our agents directly. So basically all the Emails are spread across on different accounts and oh my god this makes things so complicated!

You see – we really need a new type of support, way better than this confusing email system we have right now…

We’re surely not able to have the workemail of our employees in the system because then also emails between our agents would be in the awesome support inbox as well. The same problem occurs with forwarding all emails to our service email. On top of that it is almost impossible to tell all our clients to write to our service adress, because not everybody is used to it and of course this is also our fault, since we replied with our work emails, so they just pressed answer and therefore the email didn’t came back to the service email.

Now the only solution we see is if someone gets such an email on their work email rather than the service email, that they forward it to the service email adress which is connected to awesomne support. Now my question is, does this work? Will the system be able to extract information such as subject, EMAIL (adress of the client!) and content in the right way?

Best regards
Marco Leder
Best regards

Additionally, the clients have a login right? Would it be possible to adjust the inputfields for each login respectively? So our clients wouldn’t see the machine numbers of our other clients ??

Best regards
Marco Leder

We have one last question:

The dependant fields are saved somewhere right? Probably in a table I guess. Would it be possible to access that table and to feed it with data? So basically we would like to import all the machines to the table of dependant fields that we don’t have to type in 16’000 datapoints mannually ??

Best regards
Marco Leder

Well that sounds great! Lovely to hear that:) We will try our best and otherwise we will contact you again.

Best regards and thank you ever so much for your time and effort
Marco Leder

The motivation is to simplify the agent userface. Have you taken a look at the link? There I uploaded a photo, this is the “default” agent ticket submission, right?

No, of course I know that the agents would have limited right and tools, but only on THIS site. I would like to redirect them to another site when they press add ticket. Then there sould appear something like a front-end ticket submission with fields that we can configure in awesomne support but that is ONLY used by agents and ONLY if they receive a phonecall and have to create a ticket manually. Then as they click submit the ticket gets submitted and they get redirected to the main site (our wordpress site – logged in) and see all tickets (like on the demo site).

That way they would be much faster than using the default “add new ticket” site, because they have custom fields and dependant fields to quickly choose client, machine number and module!

I hope you get what I mean ?? Would this be possible?

Best regards
Marco Leder

Great to hear that – thank you ever so much!

Actually no, I’m looking for a way the agent can creat a ticket but the fontend where he submits this ticket is customisabkle through awesomne support. So like a second contact form (normally clients would use this).

Basically copypaste the existing form through which the customer contacts us, place it on another website, change some fields and then if the agent receives a phonecall, he would go to this site and enter all the infos. That way we could create dependant fields for our agents when they submit a ticket ??

I hope you understand what I mean, if not please don’t hesitate to ask me !

I’m looking forward to your answer ^^

Best regards
Marco Leder

Additionally, wpuld it be possible for one that if an agents opens a new ticket he will see the old tickets of this client?

Best regards
Marco

Is this (https://ibb.co/YTQnFsb) the only way to submit a new ticket as an agent ?? Is there a way that we could redirect the “creat new ticket” button to another site where we have the form to fill in which we can custumize?
so like two user submit forms, one for the client, one for us:)

Best regards
Marco Leder

Perfect! Thank you ever so much for making this possible ??

We have a table with 920 rows and 18 columns, so in total around 16’000 datapoints. They are all stored in an excel file and these are all our closed and open files at the moment.

I’m glad that we will find a way working this out !

As soon as we have bought the license we will come back to you alright? But would you consider this data to be eligeable for an import or is it too much?

Best regards
Marco Leder

Ok so basically we have some xml and csv data that we would like to import all 24h. Will we be able to find a solution for that?

Best regards
Marco

Thank you ever so much – that sounds great!

Well I guess there is only one question left before we can close this thread:

Which opportunities do we have to import tickets from our old system? I saw importer-addon but that only allows us to import from three platforms…

Can we import files? lets say csv? What are ALL the supported import file formats?

Best regards
Marco Leder

Hi

Thank you ever so much for your answer – Awesome Support really seems like a great tool for what we need. Before we will buy the full version we would still need to know the answer to our second question. I’ll try to explain better:

For exapmle if we receive a phonecall, then an agent has to open a new ticket. The client’s information is located on a server or in your cloud, that shouldnt matter (at least not for the moemnt). The thing is that we can’t associate the machine number to the contact details directly, because every client has multiple machines..

Therefore we would need something like this:
When an agent selects the client, a new field pops up to his right/left (a drop-down-menu) where he can select one of the machines, which the client owns. With the machine number, there should also be information visable in form of a link, redirecting to more information. Don’t worry we will handle and create the link, we just need to know if we are able to create such a dropdownmenu, dependant on the choice of machine (which also gives us the corresponnding link).

Best regards
Marco Leder

I mean if it is possible that the agent doesn’t have to change the screen but can see the old tickets of the client while having the pending open. So basically

When someone opens a ticket and I click on that, is there a chance to see his previous tickets as well?

Best regards
Marco

That’s great, thank you for your information!

Best regards and have a wonderful day ??

Marco

Oh yeah, I mean the Standard Version by the way ??