Base de Conhecimento

Overview

The Support module manages customer requests and technical issues through a structured ticketing system.

Creating Tickets

1. Support → Tickets → New Ticket.
2. Select customer and department.
3. Enter subject and message.
4. Attach files if necessary.
5. Save.

Responding to Tickets

• Staff reply through the ticket thread.
• Clients view updates in their portal.
• Tickets auto‑close after predefined inactivity if enabled.

Fields & Functions Summary

• Department: Routing path.
• Priority: Level of urgency.
• Status: Open, In Progress, Closed.
• Attachments: Optional supporting files.

Section Summary: Persisca XRM’s ticket system ensures accountability and transparent client communication.

Key Takeaways:

• Use priorities to manage workload.
• Document internal notes for future reference.