Customer Support Ticket Management Configuration

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Customer Support Ticket Management

The Assembla Support tool supports a classic customer support ticket system, configured so that customers can submit tickets and view their status. The support tool is integrated with the Ticket tool so core team members can work on customer-submitted tickets along side other tasks. The Support tool is simple and configurable.

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Preinstalled tools

Wiki
A simple wiki to document features, ideas, specifications, or anything else. Edit pages with a WYSIWYG editor or with Textile. Restore pages to previous states using page history and rollback.
Files
Add files or Google Docs with descriptions and tags. All files uploaded to tickets, messages, wiki pages, and chat are searchable in the Files tool, and all attached Google Docs are automatically "shared" with all team members.
Tickets
Create and organize tickets for managing development tasks, bug reports, issues, feature requests, and agile story and release planning. Includes three views - Ticket List, Cardwall, and Agile Planner.
Milestones
Organize important events in your development timeline such as releases, sprints, and iterations. Milestones are required for the Tickets tool and will be installed automatically with the Ticket tool.
Messages
Communicate with team members while keeping a centralized record of all conversations. Post messages from inside Assembla or by email, reply to threads, attach files, and customize email notifications.
Support
The Support tool integrates with the Ticket tool to provide customers a support ticket system for submitting and following issues, bugs, and feature requests. Customers get a personal view of the tickets that they submit.

Use this space as a classic customer support ticket system. A user can go to the Support tab and submit a ticket, and see the status of tickets that he or she previously submitted. These tickets appear in the related Tickets tool, where your core team can handle them. The Support tool is simple and configurable.

We provide preconfigured spaces for your convenience. However, you can add or remove tools from any space, and change the configuration

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Customer Support Ticket Management

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