Support Portal (Partners): Optimizing Customer Experience through Efficient Incident and Request Management #
Our support portal empowers our partners by providing them with convenient access, transparent tracking, efficient resolution, and a knowledge base, all in one place. We deliver an exceptional support experience, enabling our partners to maximize productivity and minimize disruptions in their contact and call center operations.
Note: This portal is exclusively for resolving cases related to our partners. If you have contracted services directly with Wolkvox (Manager + CRM or Manager only), please follow the guide designated for that purpose by clicking on the following link: https://help.wolkvox.com/docs/portal-de-soporte/
Note: If you have contracted only the CRM service directly with Wolkvox, please follow the guide designated for that purpose by clicking on the following link: https://help.wolkvox.com/docs/portal-de-soporte-crm/
To access the Support Portal (Partners), please visit the following link: https://wolkvox.com/reseller/
Enter your authentication details to access the case portal.
On the left-hand side menu, click on the “Support” tab.
Next, you will need to fill out the ticket request form to get assistance from the support team.
- Select the operation for which you need help.
- Enter your name, phone number, and email address.
- Click on “Create Ticket”.
After clicking on the “Create Ticket” button, a code will be generated. Please keep this code handy and provide it to the wolkvox team to validate your support request once you contact them.
Note: This code must be used within 4 hours after it is generated, otherwise it will be deleted.
What benefits are obtained by using a ticket number to provide support to our customers? #
- Organization and Tracking: The help desk system allows for more efficient management of support cases. By generating a ticket number, a unique and traceable record is created for each support request, making it easy to track and ensure that no request is lost or left unanswered.
- Proper Prioritization: Assigning a ticket number establishes a priority order for support requests. This enables the support team to address cases based on their urgency and severity, ensuring a quicker response to critical issues and appropriate allocation of resources.
- Detailed Information: Each ticket number is associated with a specific request and can contain relevant details about the reported problem. This provides the support team with necessary information to understand the context and address the issue more efficiently, avoiding the need to repeat information during the initial call.
- Expedited Support: Providing the ticket number to the support team during the call expedites the assistance process. The support team already has information about the request and can immediately start addressing the issue, without the need to gather additional details during the initial call.
- Case History: The help desk system maintains a history of past cases associated with each ticket number. This allows for effective tracking of previous requests, facilitating the identification of recurring issues, evaluation of support quality, and implementation of continuous improvements.
- Transparency and Traceability: Customers can rest assured that their support request is documented and can be traced through the ticket number. This provides transparency and ensures that requests are handled properly and followed up until resolution.