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SaaSplications Support

Owned by Paul Sawkins
Last updated: 25, Mar, 2024
1 min read

SaaSplications support allows users to log issues directly from the system

Support Flows

Workflow dashboard

Customer can view this also

  1. Cannot see other customers issues unless employee in their instance

SaaSplications Employees

  1. Need secure feature “Support Manager” to see more than only my issues

Filters

  1. Customer (customer can view but shows only their issues)

  2. Assignee (some assignees cannot see outside their issues) - multi-select

  3. Waiting customer (hide / only / all)

  4. Billable (yes / no / all)

  5. Updated in 1d

  6. Updated in 5d

Grid > right click to move up or down

Swim lanes

Defining

(unread,defining, estimate)

Ready

(Defined)

In Progress

Test

Document

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

  1. Can enter new issues

  2. Can review existing issues

 

 

For information about SaaSplications go to http://saasplications.com.au