Submit a request
Customers describe the issue through a form on your website and attach a document or screenshot if needed. The Help Desk opens a ticket with the details they submitted.
Online Help Desk
From support request to resolution.
Customers report an issue and track its status on your website. Your team takes ownership, keeps the conversation in Elastyc and records the resolution on the same ticket.
Explore the support workflowHow your team resolves a request
Assignment
The team reviews the request, sets its priority and assigns it to someone who can take ownership. Customers can see that their request is in progress in the portal.
Work in progress
Support can ask for more information or reply in the conversation on the ticket. Messages, attachments and status updates stay with the same request.
Resolution
Once the issue is resolved, the team records what was done and closes the ticket. The customer can see the response and final status in the portal.