User support for your service with SLA
Situation
Users of your service report bugs and ask about plans and integrations. You promise faster replies to customers on higher plans, and developers need support events in their own systems.
How to set it up
Add the “SaaS and online service” preset.
Open the “My tickets” portal with sign-in through your service, so the customer does not sign in a second time.
Publish the knowledge base: customers will find “How to” answers on their own.
Set up SLA by priority: give key customers high priority with a short response time.
Connect webhooks and the CRM so that bugs reach your tracker and tickets reach the customer record.
What you get
Customers see their tickets right from your service, the knowledge base resolves some questions, and response times for key customers stay under control.
What the preset adds
Categories
- Sign-in and access
- Bug
- Plans and payment
- How to
- Integrations and API
- Product suggestion
Tags
- Bug
- Sign-in not working
- Idea
- Enterprise
Saved replies
- Ask for bug details
- Password reset
- Bug passed to developers
Features in this scenario
Other scenarios
Shall we pick a preset for your industry?
A preset is added in the workspace with one button. If your industry is not on the list, tell us about it, and we will help with the setup.