Bring visibility to every support request.

When support requests are scattered across channels, it is difficult to see who owns an issue or how far it has progressed. e-support was developed to help track internal business processes electronically. With CSA, you can assess the workflow you need, from receiving a request to resolving it.

Start with a clear request workflow

Define who can raise a request, which information is required, where it should be routed and how completion will be confirmed. Different teams may have different needs. We therefore start by reviewing existing communication channels and recurring issues.

Shared visibility across teams

Request management involves more than storing messages. Responsibilities and status need to be clear. User groups, workflow steps and reporting expectations are reviewed during the solution discussion. Available functions in the current product version are confirmed when defining the scope.

Plan the transition to everyday use

Changes in working practices require users to be prepared. Working through sample requests helps identify missing information and communication points. Training and usage guidelines help teams adopt a consistent approach.

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Frequently asked questions