Service

Help customers quickly, on every channel.

Cases

A case is a customer request. It has a priority, a queue, an origin (web, email, phone, chat) and SLA milestones: a first-response deadline and a resolution deadline that depend on the priority. Badges show what is on time, at risk or breached; a job escalates breaches every 15 minutes.

Web-to-case and email-to-case

Customers open cases from the public /support page. Emails to your support mailbox become cases too, and replies quoting a case number are threaded onto it. Assignment rules send each new case to the right queue or person.

The service console

More → Service Console is the agent's workspace:

• set your status (Available, Busy, Offline), capacity and queues;
• My open cases, sorted by SLA;
• Waiting in my queues: unassigned cases with an Accept button, and Get next case to take the most urgent;
• live chats and the agents online. Available agents receive new cases automatically (omni-channel routing by load).

Live chat

Customers can start a chat from the support page. Agents can also start a chat on any case: SoliCRM opens it and gives a private customer link to copy or email. Messages appear on both sides within seconds; sending a reply keeps your place on the page.

Knowledge

Write articles (how-to, troubleshooting, FAQ…), publish them, and SoliCRM suggests the relevant ones on each case.