Support email and ticket routing
Connect one support email address and configure teams and ticket routing for the agreed support process.
Support email, tickets and customer portal
Bring support requests into one shared workflow.
Turn support emails into tickets your team can assign and follow. We set up the customer portal, agreed response targets and your supplied help articles.
WHAT’S INCLUDED
What we do.
Customer portal and response targets
Set up customer ticket access and the agreed SLA rules. These track your team's targets; they are not Fullsend service guarantees.
Help articles and team training
Load the supplied articles included in your package and train agents to handle tickets, replies and handovers.
For the work you do.
IT support teams
Assign requests, keep ticket conversations together and track your agreed response targets.
Agencies
Give clients a place to raise and follow requests while your team manages ownership and replies.
Equipment support
Organize customer service requests. Links to equipment records, spare parts or field visits are scoped separately.
HOW DELIVERY WORKS
How we get
the work done.
STEP 01
Agree the support process
Review your inbox, teams, routing and response targets. Confirm the included work and price.
STEP 02
Configure and test
Check email delivery, routing, customer access and target timers using sample tickets.
STEP 03
Train and launch
Practise replies and escalation with your agents, then hand over the configured workflow.
Support email, tickets and customer portal
Questions,
answered.
Does setting an SLA guarantee a response or resolution?
No. The configured rules track targets for your support team. Fullsend's own support coverage is agreed separately; the software setup does not guarantee ticket outcomes.
Can you connect other channels or business systems?
We review the required channel or system before quoting. Telephony, additional inboxes, custom integrations and equipment or stock connections need additional scope.
Are help articles and ongoing support included?
The package loads the agreed articles you supply and trains your agents. Article writing is separate. Implementation, hosting and optional AMC have separate prices.
RELATED SERVICES
You might also need.
Official references: Frappe Helpdesk · Helpdesk setup documentation
Let’s discuss your next project.
Tell us about your current systems or website, what needs to improve and what you want to achieve.