Customer support
Support cases with priority, who handles them and the reply - customers can ask for help in the portal once you offer it to them (Settings > Customers).
Records: support cases
Kibo / Kits / Customer support
Customer support, answered in time.
Cases with their response and resolution targets per customer tier, replies drafted from what you know, and a rating from the customer when it is solved.
Sample conversation
You
New email from Kuhn AG: their label printer stops mid-job since the update. Make a case.
Kibo
Kuhn AG has no open case, so I will add a new one. I set the priority to high because production stops, and the support group will be notified.
Case: Kuhn AG
CustomerKuhn AGSubjectLabel printer stops mid-job after updateProductLabel printerPriorityhighStatusnew
1 · What it runs
The processes in this kit.
Customer support cases with service levels per customer tier (premium / standard / basic): first response and resolution targets per priority computed exactly by the system, in business hours when you have them, the clock paused while a case waits for the customer, reminders before a case breaches; customers ask for help and follow their own cases in the portal (never anyone else's) and rate solved cases; satisfaction and figures per tier from support_levels. The customer support kit stays available without the pack; the pack adds the service levels to it in one step.
2 · Examples
Real requests, and the card each one produces.
Sample conversation
You
New email from Kuhn AG: their label printer stops mid-job since the update. Make a case.
Kibo
Kuhn AG has no open case, so I will add a new one. I set the priority to high because production stops, and the support group will be notified.
Case: Kuhn AG
CustomerKuhn AGSubjectLabel printer stops mid-job after updateProductLabel printerPriorityhighStatusnew
Sample conversation
You
Write the customer a reply on the Kuhn AG case: please send us the printer's log file.
Kibo
I will put a draft in the reply to the customer, set the case to waiting for customer, and keep the internal part in the notes. The draft is not sent.
Case: Kuhn AG
Statuswaiting for customerReply to customerHello, could you send us the printer's log file so we can find the cause? Kind regards, SupportInternal notesStops started after the update; log requested
3 · Approvals and reminders
Rules it sets up, enforced by code.
No approval rules: every change waits for the person's own confirmation.