Virtisphere
Support tickets
Your customers raise a ticket from your portal, it appears in your CRM, and the two of you talk in one thread until it is done.
How a ticket reaches you
Someone from one of your customers signs in to your customer portal and raises a ticket. It appears under Support in your CRM, tagged to the company they belong to. You reply there, and your reply appears in their portal.
It works as a conversation rather than a form: both sides keep writing in the same thread, and the whole history stays with the ticket.
Statuses
| Status | What it means |
|---|---|
| Open | Raised, and waiting on you. |
| In progress | You are working on it. |
| Waiting on them | You have replied and need something back. Your customer sees this as “Waiting on you”. |
| Resolved | Done, but recent. A reply from either side reopens it automatically. |
| Closed | Finished and filed. |
You do not have to set the status by hand. Replying moves a ticket to “Waiting on them”, and there is a dropdown beside the reply box if you want to resolve or close it in the same action.
Internal notes
Tick Internal note beside the reply box to write something only your team can see. Notes appear in the thread for you, set apart with a lock and a warning that the customer cannot see them, and they are never sent to the portal.
Adding a note deliberately does not move the ticket or update its last-activity time. It is a note to yourself, and treating it as a reply would tell your customer you had answered when you had not.
Raising a ticket with us
Tickets you raise with Virtisphere are a different thing in a different place: Support in your dashboard, not your CRM. Those come to our team. Anyone with an account can raise one — we deliberately do not put a permission on it, because a problem going unreported for want of a permission helps nobody.
Who can see tickets
Viewing and answering are separate permissions. Somebody can be given the ability to read tickets without being able to reply, which is the right level for a manager who needs to see what is happening but is not handling it. See Team & permissions.