PALBONSupportCustomers · Client Service & CarePALBONSupport is a ticketing desk with service-level policies, assignment rules, a knowledge base and a customer portal, so nothing a customer asks is lost.
Capabilities
Every request becomes a ticket with an owner, a priority and the whole conversation, whether it came by email or the portal.
Set first-response and resolution targets per priority, counted only during your working hours.
Group agents into teams and let assignment rules hand each new ticket to the right person.
Write the answer once. Articles are grouped by category, searchable and open to your customers.
Customers raise tickets, follow progress and reply from their own portal, then rate the help they received.
Small things that take the repetition out of a support day and show how the desk is doing.
Outcomes
Requests from email and the portal land in the same queue, and every ticket has an owner from the moment it is assigned.
Each ticket shows when its first response and its resolution are due, so agents work on what is closest to breaching.
Customers are offered knowledge base articles before they submit a ticket, and agents answer the rest with saved replies.
Connected
PALBONSupport shares its data with the other products, so nothing is entered twice.
FAQ
Yes. Connect a support mailbox and each incoming email opens a ticket or is added to the conversation it replies to. Customers can also use the portal.
Against the working hours and holiday list of the policy that applies to the ticket. Each priority has its own first-response and resolution time.
Yes, once PALBONComm is connected to your telephony provider. Calls are placed from the ticket and appear in its activity and in the call log.
Tell us how you work today. We will walk you through the products that fit, on your data and your terms.
