Support Tickets
Basic Overview of the Claim and Support Tickets
Basic Overview of the Claim Details Page The Claim Details Page provides a complete view of a customer's warranty claim and all the information required to review and process it. From this page, the support team can review the customer, product, ...
How to Set Up a Custom View in Claims and Support Tickets
A Custom View allows you to save a specific set of filters and easily access tickets that match those criteria. This helps support teams organize and monitor claims and support tickets based on their requirements. Step-by-Step Guide to Create a ...
How to Merge Claims and Support Tickets
Notes This document serves as a comprehensive guide for merging multiple support tickets in the Dyrect portal. The Merge Tickets feature allows support agents to consolidate duplicate or related tickets into a single primary ticket, ensuring all ...
How to customize the status of support Tickets
The Business Portal allows admins to customize support ticket statuses to match their workflow. You can create, edit, and manage different status labels along with their colors and types to streamline ticket handling. To enable admins to create and ...
How to Assign Tickets to an Assignee/Internal team member
Assigning claim tickets to the appropriate Sub-Account ensures that each support request is handled by the right team member. This helps maintain clear ownership of tickets, improves internal coordination, and ensures timely resolution of customer ...
How to change status of support request?
Changing the status of a support request helps track the progress of a customer’s claim or inquiry. Dyrect’s Back Office provides a simple status dropdown that allows internal teams to update ticket stages, ensuring transparency and keeping customers ...
How to Communicate with Customers on Their Support Tickets
Effective communication is essential for resolving customer support tickets quickly and professionally. Dyrect’s Back Office provides a built-in Communication panel that allows internal teams to send updates, respond to customer queries, and track ...
How to create a support & claims ticket in Dyrect?
The Dyrect Back Office allows internal team members to create claims and support tickets on behalf of customers. This is useful when a customer contacts the support team directly and a ticket needs to be created manually for further investigation, ...