Ticketing for Complaint Logging in CRM

Hi All ,

We are starting ticketing for complaint logging for any problem client is facing while using our solution

The complaint can be registered with us by two options

A. Option A - The client can call our Support Centre and register a complaint. The Support person at Call Centre will attend the call and register the complaint as per the feedback from the client. The complaint mail will be sent to all support engineers and will be attended as soon as it is received by concerned engineer

B. Option B - The client will be provided with Portal Id and Password when he start using our solution. Using Portal will give him many advantages which will include

A. The complaint can be directly logged into the CRM by client

B. The client can make update in the complaint and add more information if required

C. The client can check the status of the complaint by logging

D. There will be many useful sections for him in the portal which will include Document, User Manual, Software updates, FAQ and other

E. The client will be having records of all complaints received till now from him and solution of the same

We request you to test the portal and update us by providing the feedback

The Portal details for testing are as follows

Login Link - https://mobileviewpoint.od1.vtiger.com/portal/login.php

Username - support@mviewpoint.com

Password - 1licryd4

Please send your Query, Suggestion, Comments and Feedback on support@mviewpoint.com

I submitted a test ticket from a support call I received this past Sunday. Will continue to mess with it today.

Hi Mike ,

Explore it to maximum and share your Views / Suggessions / Queries

We should know all before making available completely to clients

Hi All ,

Many Views but Very Few Responses

Please participate more

From the portal, I can't see how to enter organization name or enter the solution to the issue?

Someone also commented on one of the tickets whether it's possible to have a status icon.

You can enter Organisation after creating it and adding contacts to Organisation

The solution can be entered by editing ticket

The solution can be entered in comments also by update

The status icon can be made available. Please suggest more on the same

Is that done in the CRM (not the portal)? I used the MVP Support account to create the tickets in the Portal; does that mean I can only edit the ticket with that account?

We want that client should have access to ticket creating only

The organisation should be created by us

Understandable. In the future, we'll be able to edit the ticket from the CRM "Tickets" page? For adding Customer/Organization info, developments, solution, etc.