We have bought the Support suite from a software company in India ([url removed, login to view]) and want to add some more features to this software to mit it suitable to our business.
The details are as follows:
1. Enquiry to ticket
+ Ticket submission via webform: The clients submit their enquiry via our web form . This web form will send the enquiry into helpdesk which will convert it into ticket ( called parent ticket).
+ Ticket submission by staff or admin : The clients can send e-mail , call ,… to our company . The admin or staff will submit their enquiries and create ticket ( called parent ticket).
The CRM ( this software created and added by your service). The Helpdesk also record the name of clients, e-mail, phone number, fax number , date of clients and nationality of clients to CRM. The CRM also supports sending new letter or special offer to all clients listed in CRM.
3. Text edition
REPLY, PREDEFINED ANSWER, ALERT MESSAGE
+ There are two forms , “ TEXT AND HTML” . It means that if User or Client want to post a reply at support software, they can choose between “ TEXT” format or “ RICH TEXT “ format with spelling check
• At this software , it is only “ TEXT “ FORMAT
3. Ticket Assignment
The admin assign parent ticket to any sales staff in our company
4. Child ticket
+ The admin or staff can create child tickets as much as they way for each parent ticket . Then assign each child ticket to different local tour partner.
+ The local tour partner has an account at Helpdesk and works on each child ticket assigned by our admin or sale staff . The local tour partner can manage the child ticket, delete the child ticket, search the child ticket in his or her account. The local tour partner has the right to see the interaction between he or her and our admin or sales staff only. He or she can not see the parent ticket or child ticket of other account.
+ The admin has the right to see all parent tickets and child tickets created by sale staff.
+ The sale staff has the right to see his or her parent ticket and any child tickets associated to the parent ticket at his or her account only
+ The client has the right to see the interaction between he or her and our sale staff only. He or she does not has the right to see any child ticket or parent ticket not associated to his or her e-mail.
Why we need these functions ? . We are a tour company based in Vietnam and have business with many travel partners in Thailand, Laos, Cambodia,... . At this time, clients send us the enquiry for their cusom trip covering multiple destinaitons therefore we need to create a Parent ticket for client and many child tickets to make the order with the local partners in Thailand, Laos,... Therefore deals between our sales staffs and local partners must be hidden from clients and among local partners. The deal between our sale staffs and clients must be hidden from local partners as wells. But the Admin and sale staffs still can see all of these internal exchanges.
11 freelancer bu iş için ortalamada 619$ teklif veriyor
Hello Sir, we are working on a travelling software for one of Our [url removed, login to view] can show the online [url removed, login to view] can do your work as per your requirement. Thanks and regards, Peter Walter