FUNCTIONALITIES VORTEX HT
WORKFLOW PROCEDURE HT
The customer creates a new support request either from the Web Portal or by sending a simple email.
Each request creates a "ticket", a case, which is allocated to an operator for further arrangements. The customer receives an automatic email reply.
The ticket is allocated to the most suitable operator for futher processing.
The problem is solved remotely, the operator logs his actions into the system and closes the ticket.
Should the problem requires a technician to visit the customer, the standard workorder assignment procedure from Vortex FSM is executed.
The customer can monitor online at all times the progress and the process of resolving the ticket.
By closing the ticket, the customer evaluates the quality of service and the response time for the problem encountered.
