Support (serving your customers)

In Rowdx

1. Sidebar
2. Support

included in the Business and Enterprise plans

This module is for supporting your own customers: their complaints, questions and service requests, as tickets with a priority, an owner and a committed response time. (Looking for Rowdx's own support? See Contact support.)

Tickets

In Rowdx

1. Support
2. Issues
3. Add

1. Subject and description of the problem.
2. Customer and contact (who raised it).
3. Issue type (question, fault, complaint, feature request) and priority (low, medium, urgent).
4. Assigned to: the employee handling it, who gets notified.
5. Save.

Statuses

Status	Meaning
Open	Not handled yet
Replied	We asked the customer for information; the clock doesn't run against us
Resolved	Handled, awaiting customer confirmation
Closed	Done

Reply to the customer from the ticket with New email, so the whole conversation is kept in its history. If the customer replies to the email, the reply is added to the same ticket.

Creating tickets from email automatically

Connect your support mailbox (e.g. support@yourcompany) from Settings → Email accounts and tick Create issue from incoming, so every new email becomes a ticket.

Service level agreements

In Rowdx

1. Support
2. Setup
3. Service level agreements

Set the committed time for each priority:

Priority	First response within	Resolution within
Urgent	1 hour	4 hours
Medium	4 hours	1 working day
Low	1 working day	3 working days

(The numbers are an example; set your own.) Define working hours and days, so time outside them isn't counted. Each ticket shows the remaining response time and turns red when overdue.

Maintenance and warranty

• Maintenance schedules: scheduled periodic visits for a customer's equipment.
• Maintenance visits: a report of each visit and what was done.
• Warranty claims: a fault in a sold item under warranty, linked to its serial number and warranty expiry.

Advanced ticketing (Helpdesk)

In Rowdx

1. More apps
2. Helpdesk

A dedicated interface for your support team with a modern design: a ticket inbox, canned responses, a portal where your customers raise and follow their tickets, and a knowledge base of help articles.

Reports

First response time for issues: average time to first reply, per day. In the issue list you can also group by status, owner or type to see each employee's load.

Menu map

In Rowdx

1. Sidebar
2. Support

Main items

• IssueList
• Maintenance ScheduleList
• Maintenance VisitList
• Warranty ClaimList

Setup4

• Issue TypeList
• Issue PriorityList
• Service Level AgreementList
• Support SettingsList

Reports1

• First Response Time for IssuesReport

Items you have no permission for, or that are not in your plan, are hidden from your menu automatically.