Make the current process visible before changing it.
Aurnex maps support channels, ticket categories and priority, assignment and escalation and service reporting so responsibilities and handoffs are clear before the Zoho configuration is agreed.
Topics to define
Put the workflow before the configuration.
Support channels
Ticket categories and priority
Assignment and escalation
Service reporting
Frequently asked questions
Customer support ticketing with Zoho: common questions.
Which Zoho applications are required?+
That depends on the departments, records, handoffs and reporting involved. Aurnex recommends the application mix after understanding the workflow.
Can the workflow connect several departments?+
Yes. Aurnex can document one process across several departments, including ownership and the information passed between teams.
Can an existing process be improved?+
Yes. Aurnex can review the current process and system, agree the improvement priorities and define the required configuration or integration work.