Support

When a customer reports an issue, question or suggestion to your business, a case is created in your account and added to the cases list. This is the beginning of the case workflow. Next, the case is routed to the appropriate support rep from the cases list. The support rep can then reply by email to the customer with an answer or request for more information. The case can also be escalated to someone else if the support rep cannot answer the case. When the customer receives a support rep’s email messages, they can either reply to the message or click a link in the text of the message to provide more information or follow up with more questions. This message is added to the original case record, and if you choose, it can be emailed directly to the support rep. The support rep can then escalate the case or reply back to the customer and close the case.