Support ticket management for service teams
The cashwerk support pipeline gives customer requests the same structure your sales process already has—clear stages, owners, SLAs, and reporting, fully linked to the CRM.
When support lives in shared inboxes and chat threads, requests get lost, two people answer the same question, and nobody knows how long customers really wait. The support pipeline turns each request into a ticket with a clear status and owner, so your team always knows what is open and who is responsible.
Tickets move through statuses you define, from new to in progress, waiting, and resolved, with escalation for tricky cases. Routing rules send each request to the right agent or team, so customers reach someone who can actually help instead of bouncing between people.
Because every ticket is tied to the customer's CRM record, agents see the full history—previous tickets, projects, and documents—right inside the case. Service level agreements with response and resolution targets keep commitments visible, and reminders flag tickets before a target slips.
The reporting closes the loop: ticket volume, average resolution time, and satisfaction reveal where customers struggle most and whether your team is staffed for demand. Together with the dashboard, support stops being a black box and becomes a measurable part of the business.
