Customer Support Ticketing & Issue Resolution

The Customer Support Desk module in VAP ERP enables your client service team to centralize incoming complaints, bug reports, and service requests, ensuring no customer issue falls through the cracks.

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1. Creating & Ingesting Support Tickets

Tickets enter the support desk through two primary channels:

1. Manual Ticket Creation: An agent receiving a phone call or direct email clicks + New Ticket, selects the customer account, and logs the issue summary.
2. Customer Portal Submission: Clients can submit tickets directly through their customer portal, attaching screenshots and setting urgency levels.

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2. Ticket Properties & Lifecycle

Every support ticket tracks key metadata to help your team prioritize:

• Ticket ID: Unique reference number (e.g. #TCK-1082) shared with the customer for tracking.
• Customer Account: Linked to the CRM and Finance directory so agents can immediately view the client's past purchases and subscription status.
• Priority: Low, Medium, High, or Urgent.
• Status Stages:
  • Open: Newly created; pending agent review.
  • In Progress: Agent actively investigating or troubleshooting.
  • Waiting on Customer: Awaiting customer clarification or testing.
  • Resolved: Issue fixed; pending customer confirmation.
  • Closed: Ticket completed.

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3. Collaborative Resolution & Internal Notes

• Customer-Facing Replies: Messages entered in the main response area are visible to the customer and sent to their email.
• Internal Private Notes: Agents can toggle Private Note (highlighted in yellow) to leave confidential notes for coworkers or escalate technical details to engineering without the customer seeing them.
• Ticket Assignment: Transfer ownership of a ticket between team members or departments with one click.

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4. Measuring Support Performance

Managers can review team efficiency from the Support Dashboard:

• First Response Time: How quickly agents acknowledge new inquiries.
• Resolution Time: Total hours elapsed from ticket creation to final resolution.
• Open Ticket Backlog: Real-time visibility into unresolved issues organized by priority.