Support tickets
One queue for every customer request, with an owner, a status, a deadline and a history.
Support on a shared mailbox works until two people answer the same request and nobody answers another. A ticket makes ownership explicit.
Step by step
- Open Support. The List shows every ticket with status, priority, assignee and deadline. Dashboard shows key figures.
- Use the quick filters Mine, Unassigned and Overdue, or search by number, subject, customer or text.
- Open a ticket to read the whole conversation. Assign it, or choose Hand over to pass it to a colleague.
- Write under Reply to customer. The customer gets an e-mail and a push message. Use Internal note for your team only.
- Insert a Canned response for questions you answer every week. Placeholders fill in the customer and ticket details.
- Change the status with Move to: Open, In progress, Answered, On hold or Closed.
Where tickets come from
- E-mail, the customer portal and the customer's IDup account, including the app.
- IDup Chat: select Convert to ticket on a customer chat.
- Your team, for a customer on the phone.
Deadlines and ratings
A first-response deadline can be set in the support settings. IDup warns once when a ticket is nearly due and once when it is overdue. When you close a ticket, the customer can rate it from 1 to 5 stars with one click. The dashboard shows first response time, resolution time and satisfaction.
Notifications
You get an e-mail for a new ticket or a handover. Switch it off under My profile → Notifications, where you can also turn on a sound for new tickets. Customers see their own tickets only, in the portal and under My account.
The board view (Kanban) is off by default. To report a problem to IDup itself, see Get help and contact IDup.
Nothing is tracked — the buttons only open a message so you can tell us what was missing.
