Customer care

Work customer cases together: internal tickets between customer service and operations, and the requests your customers send to your helpdesk.

Customer care is where customer service and your operational teams work customer cases together. Customer service talks to the customer. When a case needs someone else to act — a parcel stuck in transit, a return to check, a refund to approve — it becomes an internal ticket that the right team picks up, with everything needed to start: a summary, the order, the attachments.

Two kinds of item live here. Customer requests are your customers' conversations on your helpdesk (Gorgias), read and answered by the Customer Service team. Tickets are internal: they never reach the customer, and they carry the rules that keep a case from getting lost between two teams — who opens, who answers, whose turn it is, who closes.

Read this section once end to end. The rules on teams, statuses and closing are what make the desk work: the software enforces them, and knowing them saves you from wondering why a button isn't there.

In this section

• Customer care overviewThe pages of Customer care, how to find a ticket and how to export the list.
• Teams and roles in Customer careCustomer Service coordinates, the operational team acts: who can do what on a ticket.
• Opening a ticketOpen an internal ticket with everything the other team needs to act, and know who receives it.
• Ticket statusesThe four statuses of a ticket, how a ticket moves between them and who acts in each.
• Working a ticketReply, attach files, mention colleagues, check who has read your messages and manage the ticket's fields.
• Solving and closing ticketsPropose a solution, accept it, close a ticket without a solution and reopen it.
• Customer requestsRead and answer your customers' helpdesk conversations, and turn a request into an internal ticket with Atomo.
• SLA and notificationsFirst-response targets, automatic reminders, and when and where you're notified.
• Dashboard and analyticsRead the live state of the desk, measure response times over a period and export a PDF report.
• Customer care configurationWhat can be configured for your company's desk, and who changes it.