Client Support Module
MobilOS offers an integrated support module that allows your organization to manage tickets and attend chats from its own end-clients. This documentation focuses on how you, as your company's manager, use these tools to support your clients.
Important Difference
This section describes how you (Manager/Admin of your company) provide support to your clients. To get support from the MobilOS team for the platform itself, use MobilOS's support channels (such as the 'Start Support Chat' chat in your panel or My Support Tickets).
Support Module Overview
As a MANAGER or a member of your team with a support role, you have access to a set of tools to manage support:
- Support Dashboard: An overview of your organization's tickets.
- Ticket Management: View, assign, and respond to tickets opened by your clients.
- Chat Center: Attend your clients in real time through a chat console (available on selected plans).
- Agent Management: Configure which users in your organization can act as support agents.
View of your organization's Support Dashboard.
(Suggested Dimensions: ~700x350px)
Managing Your Clients' Tickets
Access 'Support' > 'Tickets' in the menu to see all tickets opened for your organization.
Viewing and Filtering Tickets
The ticket list displays information such as ID, subject, requester, and status. Use the filters to find specific tickets.
Ticket listing screen in your organization's support panel.
(Suggested Dimensions: ~700x450px)
Viewing Ticket Details
Click on a ticket in the list to open the complete details page, including the description, comment history, and activities.
On the details page, you can add comments, change the status, priority, and assign the ticket to a support agent from your organization.
Ticket details screen, showing comments and management options.
(Suggested Dimensions: ~700x450px)
Creating a New Ticket
If a client contacted you by phone, for example, you can register the ticket in the system for them. Click New Ticket and fill in the form.
Managing Your Organization's Support Agents
In 'Support' > 'Agents', you can define which users in your organization (Managers, Technicians, etc.) will have permission to act as support agents for your own company's clients.
Configuring a User as an Agent
In your organization's user list, you can select a user and configure their 'Support Profile', defining their specialization, limits, and availability.
Modal for configuring the support profile for a user in your organization.
(Suggested Dimensions: ~700x450px)
Using MobilOS's integrated support module can centralize support for your clients, improving your company's organization and service quality.