What is the internal process of customer support

After-sales, or the secret of a happy relationship. This is how the optimal support process works.

In addition to consecutive numbering and a short and, above all, informative title, the prioritization and description of the support case are the most important elements for further processing. The status of a ticket also plays a role here. This can change from “new”, “recorded”, “in progress” to “test”, “completed” and “reopened”. This attention to detail makes the support process increasingly transparent.

It all depends on the right allocation of roles

Just as important as the classification of support cases is the clear distribution of roles between those responsible in a support organization. We differentiate between the customer, the support master, the product owner and, last but not least, the responsible developers in the MASSIVE ART support team.

On a ticket journey - we check carefully

Before a ticket reaches the MASSIVE ART developers, each case is carefully checked. A bug must be reproducible, a change or feature request requires clear, functional requirements and questions must be formulated in such a way that they are easy to understand. Each support case is viewed individually and enriched with further information.

Especially in cases of very many different and parallel support cases, it is very important to state the date of the respective ticket and the estimated duration. Any support organization, no matter how well thought out, is only as good as the internal and external communication about the support cases. This also includes an estimate of the development costs for change and feature requests as early as possible - which are discussed beforehand with the customer in an approval process.