SaaSplications support allows users to log issues directly from the system
Support Flows
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Workflow dashboard
Customer can view this also
Cannot see other customers issues unless employee in their instance
SaaSplications Employees
Need secure feature “Support Manager” to see more than only my issues
Filters
Customer (customer can view but shows only their issues)
Assignee (some assignees cannot see outside their issues) - multi-select
Waiting customer (hide / only / all)
Billable (yes / no / all)
Updated in 1d
Updated in 5d
Grid > right click to move up or down
Swim lanes | Defining (unread,defining, estimate) | Ready (Defined) | In Progress | Test | Document |
|---|---|---|---|---|---|
Unread | MM-123 want more help | ||||
FK-123 need help here | |||||
Estimate Required | BD-223 Integration with xyz | ||||
SS-123 new shuttle screens | |||||
Waiting on customer | |||||
Urgent | FK-111 store checklists (4hr) | FK-112 Store batches (2hr) | MM-112 warehouse movements | SS-22 pickups screen | |
High | |||||
Normal | |||||
When time | |||||
Waiting on Customer |
Issue Dashboard for customers (Qty by employee)
Can multi-select priority Filter
Can filter Billable flag
Can filter “Awaiting customer”
Customer | Urgent | Top3 | High | Normal | When time | Total |
Employee 1 | 1 | 3 | 12 | 40 | 56 | |
Employee 2 | 10 | 5 | 15 | |||
etc | ||||||
Totals | 71 |
Issue Prioritisation (customer filtered to only them as customer)
Customer filter for internal staff
able to move issues up / down
Unread at top
Customer priority planner Priority | Creator | Ref# | Name | Status | Billable $ |
1 | Harry B | FK1234 | Website integration via ftp | in progress | $5,000 |
2 | Sarah T | Move to 12 | |||
3 | Move to 3 |
Once logged in System > Support System
Can enter new issues
Can review existing issues
...