In addition, traditional technical email address and phone number will be available for customer convenience. In case the service request is not entered through the web portal, we will log and register the case. All to make sure we collect, track, and monitor progress on all service requests. This overall progress monitoring is available for the customer on the web portal, through their dedicated technical support dashboard.
Our web service portal is meant to be a technical communication portal that brings the customer and support teams together. When a service request is registered in the web portal, all assigned users, both from customer side and support side, will get an automated notification whenever the case has been updated with any response. All users assigned to the case can comment, communicate and discuss the case directly.
The dedicated customer support dashboard can be used to generate statistic reports on the cases. Theses are accessible for customers to review and follow in real time. The customer may also use this web portal as a wiki. All cases are marked with tags, so users can easily search all cases for similar issues as troubleshooting help from the previous cases.