Setting up Support Suite

[larikn]

I want to make sure I set Support suite up properly the first time. So I thought I might summarize my requirements, so perhaps somebody can offer some guidance and advice.

I have 5 staff looking after 360 companies/customers that use our software. Our clients will not be submitting tickets online, They only telephone us for support.

When my staff answers the phone they need to identify the client and then open their file. Once open, they should be able to see all jobs for that client in 3 categories: Open, Waiting & closed.

The Open & Waiting jobs should have a due date which can be used for reporting to me of what is overdue.

The support person can handle the job or transfer the call to the support person who has been dealing with the client.

If the support person who took the call wants to help with the job, they can but the original support person needs to be advised somehow.

If I look through the outstanding jobs and add a comment, the support person that the job belongs to should be notified. Same if they want to draw my attention to the job they can somehow.

[supportskins]

I believe your requirements are met with the Kayako software wherein you can use the Manage Users and Add notes features of the software.