Customers and support plans

Keep customers and their people, and give each customer a support plan.

Customers

Customers lists the same customers as your other Ellibo apps. New customers made from tickets appear there too. An email from a new address is matched to a customer or a contact when the address is known.

Open a customer to see their tickets, contacts, how fast you answered, and their rating.

Contacts

A contact is a person at a customer. On plans that include it, one person can work with several of your customers.

Merging

If the same customer or person was added twice, a supervisor can merge them. Their tickets move to the one that stays.

Support plans and contracts

Settings > Support plans sets up plans such as Bronze, Silver and Gold, each with its own SLA and allowance. Contracts gives a plan to a customer for a period. New tickets from that customer then follow its SLA, and you can see how much of the allowance is used.

Products

Products uses your item list. Link tickets to a product to see which products cause the most questions.

Personal data

To send someone their data or erase it, an admin uses Personal data. Erasing removes the person's details and messages from their tickets, and keeps the ticket counts for your reports.